Job Description
Job Title: Answer Center Technician
Reports To: Answer Center Supervisor
Department: Answer Center
Location: Webster House Administration Center
FLSA Status: Non-exempt
Job Classification: Part-time, Classified
Benefits: Classified Benefits Summary
Hourly Hiring Range: $16.90 – $20.28 per hour
Revision Date: 03-2023
Summary: Provides circulation, directional and other general service assistance to library patrons of all ages over the phone and by email in a call center setting. Responsible for responding to patron contacts, clarifying and assessing patron needs, and answering patron questions.
Essential Duties and Responsibilities include the following:
- Create a welcoming environment for all patrons and staff that fosters equity, diversity and inclusion by seeking to understand, respect and value individual differences.
· Provide responsive, courteous service to all customers, regardless of age, race, class, gender, appearance or ability.
- Answering inquiries and resolving patron questions by email and phone. Seeks help from team members or transfers calls to specific branches or staff as needed.
- Refers in-depth or difficult reference questions to the appropriate department.
- Utilizes circulation system in order to place holds, renew books, check and update patron records and other circulation functions.
- Utilizes various computer searching techniques to perform a variety of light reference searches.
- Ability to troubleshoot basic e-media questions and direct to resources as needed.
- Work with customers to resolve accounts that are in collections.
- Take payments over the phone and process incoming payments by check.
- Run monthly reports to maintain accurate customer and item records and upkeep of system.
- Uses booking software to register patrons for programs, book meeting rooms and other essential functions.
- Monitors front door, grants visitors access to building and assists visitors as needed.
- Responsible for greeting and directing visitors.
- Responsible for sorting incoming mail to mailboxes and/or delivering to staff in the building.
- Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills and Abilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Superior customer service experience and skills.
- Knowledge of all circulation processes, procedures and system functions.
- Basic knowledge of the principles of reference services, including reference tools and search approaches.
- Knowledge of Library E-Media and E-Resources and the ability to explain their use to patrons.
- Above average computer skills and experience.
- Represents the Library District with tact and courtesy, showing the ability to think and act appropriately under pressure and time constraints.
- Exhibits sound professional judgment and demeanor in all public and staff transactions.
- Demonstrates ability to conduct reference interviews to determine specific informational requirements of patrons.
- Highly skilled in interpersonal communications and the ability to understand, interpret and paraphrase patron questions in order to negotiate successful outcomes.
- Ability to clearly and succinctly communicate ideas and thoughts both verbally and in writing.
- Strong attention to details and record keeping skills.
- Ability to communicate effectively with a diverse population.
- Ability to effectively resolve patron complaints and handle difficult situations involving patrons.
- Demonstrates tolerance, appropriate humor and patience with patrons.
- Must be able to work as part of a team.
- Must be a self-starter and be able to work independently
Education/Experience:
High School diploma or GED equivalent required. Minimum of two years of previous library, bookstore or customer service experience; or equivalent combination of education and experience. Previous library circulation experience is desirable.
Language Abilities:
Position requires high level language and communication abilities and skills, both spoken and written. Frequent communication with internal customers. Must read, speak, write and understand the English language. Proficiency in Spanish is highly desirable.
Reasoning Abilities:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written or oral form.
Certificates and Licenses:
None required.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment: Primary work is performed in a busy office-like environment at a computer workstation. May work on multiple tasks, different computer software programs, and special projects within the course of a workday. Staff should expect to work days, nights, weekends and some holidays as necessary to meet business needs.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Work is performed in a call center setting. The employee must be able to sit and/or stand at a computer station for several hours per shift. Continuous keyboarding, talking, reaching, handling, grasping, hearing and repetitive motions of hands/wrists required. The employee must occasionally lift and or move up to 25 pounds.
Apply online only at https://www.poudrelibraries.org/jobs
Or
https://poudrelibraries.bamboohr.com/careers/158
Benefits & Additional Compensation Info
Benefits: Classified Benefits Summary
The Community
Located in northern Colorado, Fort Collins is home to Colorado State University and an outstanding public school system.
Nestled at the base of the Rocky Mountains, Fort Collins offers exciting recreational opportunities, unique cultural offerings, and is a regional center for employment and shopping.
Throughout the year, live music and entertainment, as well as great local dining, can be found throughout the historic downtown area. Fort Collins offers the convenience of a small town with all the amenities of a larger city.
If you are seeking the Colorado lifestyle and a community in which you can reinvent and reinvigorate yourself then Fort Collins is your city.
For more information, please visit the City of Fort Collins website: http://www.fcgov.com/visitor/
Links
External Job Ad
https://poudrelibraries.bamboohr.com/careers/158
Website
https://www.poudrelibraries.org/
Human Resources / Job Listings
https://www.poudrelibraries.org/jobs/
HR Info
NO PHONE CALLS, PLEASE.