Under general supervision, the BoulderReads Specialist provides external and internal customers with high-quality customer service focused on BoulderReads services and programs, and performs related duties as required. BoulderReads is the adult and community literacy program of the Boulder Public Library and provides literacy, English language and life skills services to learners from diverse groups via trained volunteers and innovative programming. The successful incumbent will be professional, adaptable and comfortable with technology-rich environments and is charged with modeling customer service behaviors that align with the Library's customer service model and City Values.
DUTIES & RESPONSIBILITIES:
1. Creates a pleasant, friendly atmosphere for customers of BoulderReads and the Library through:• Positive, friendly and patient interactions with all customers• Maintaining fair and equitable application of policies and procedures• Responding to and resolving customer issues that may include BoulderReads and Library policies• Communicating professionally with all persons, either in person, on the telephone or via email to conduct BoulderReads and Library business as necessary.• Monitoring the BoulderReads general email account. Fields general inquiries via phone and email.2. Under the direction of BoulderReads Manager, support the Conversations in English program, including recruiting volunteers, scheduling and conducting trainings, occasionally facilitating groups and updating program information for the public, colleagues and BoulderReads partners3. Collects, tracks and records program statistics from monthly tutor reports and other sources. 4. Books rooms and program information into the Library Calendar5. Performs necessary clerical duties including: purchasing and organizing supplies, maintenance of paper and electronic files; processing materials, and account tracking.6. Monitors and maintains materials in the BoulderReads Resource Collection: placing orders, updating collection, weeding and day-to-day upkeep
QUALIFICATIONS:
Bachelor's degree and a minimum of two years of customer service experience; or an equivalent combination of education and/or experience. Experience serving customers in an educational, human service or library environment. Ability to communicate courteously and effectively to all customers and provide professional service to the public, colleagues and others in person, by telephone and via written communication. Willingness to take direction and learn a variety of tasks. Experience and ability to work effectively and respectfully with people from a variety of cultural and linguistic backgrounds, ages, and abilities. Good organizational skills.
Proficient with technology skills including Keyboarding, Windows-based personal computers, productivity software, and web and mobile applications. Experience with data entry, management and electronic record-keeping. Ability to work under minimal supervision.
DESIRED QUALIFICATIONS:
Bilingual/biliterate in Spanish. Experience collaborating with and supporting volunteers. Familiarity with adult learning and instruction, at-risk populations, library environments and print and electronic media.
Ability to work simultaneously on multiple projects over extended periods of time.
Please apply online at http://www.bouldercolorado.gov