Service Specialist

SUMMARY Wilkinson Public Library

Position Title: Service Specialist 

Department: Public Services 

Reporting Relations: Public Services Manager 

Pay Level: 23 

Wage Range: $19.00 – $23.28 

Job Status: FLSA: Non-Exempt 

Job Hours: Part-Time, 20 hours per week  

Job Posting Open Date: June 15, 2022 

Job Posting Closing Date: June 27, 2022 

Location: Wilkinson Public Library is located at 100 W. Pacific Avenue, Telluride, Colorado 81435  

To Apply: 

  1. Complete WPL online job application at https://telluridelibrary.org/employment/
  2. Include resume and cover letter. Upload file link included on online job application. 

Wilkinson Public Library (WPL) is committed to building and sustaining an inclusive and equitable working and learning environment for all staff. WPL is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, military status, sexual orientation, gender identity or expression, veteran status, genetic information, marital status, or any other characteristic or status protected by law. In addition, WPL will not make hiring decisions based upon a person’s political affiliation, socioeconomic status, or familial status.

BENEFITS 

Wilkinson Public Library offers a generous benefit package based on regularly scheduled hours: 

Benefits include cafeteria health, dental, vision insurance, group life/accidental death and dismemberment (AD&D) insurance, group long term disability insurance, health reimbursement arrangement (HRA), health care and dependent care flexible spending accounts, Colorado Public Employees’ Retirement Association (PERA) retirement contributions, PERAPlus 401(k), vacation pay, sick leave pay, paid personal days, holiday pay, paid parental leave, funeral/memorial service leave, employee assistance program.

JOB DESCRIPTION 

Serves as the first line of customer service on phone and in person by maintaining patron accounts, answering basic reference questions, and advising patrons on reading, listening and viewing options. Specialist is willing to work at any public service desk (adult, teen, and youth) when needed.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES 

  • Demonstrates proficiency with the circulation software. Checks library materials in/out and instructs patrons on self-service options.
  •  Creates and maintains library user accounts. Specialist exercises good judgment in enforcing library policies while maintaining positive relations with customers.
    Markets library collections, services, and programs through interaction with library visitors.
  • Answers telephones, transfers calls, and directs messages.
  • Assist patrons with library computer catalog, ILL forms, basic reference questions, reader’s advisory, and other information needs. Refers patrons to other resources or staff member(s) when appropriate.
  • Demonstrates skill in prioritizing patron interactions, maintaining a calm and professional demeanor at all times.
  • Troubleshoots staff and patron computer malfunctions before calling tech support.
  • Assists in adult, teen, and youth functions, as assigned by Public Services Manager
  • Demonstrates good working knowledge of computer hardware and software and continually strives to improve that knowledge.
  • Contributes to a positive work environment and offers management team suggestions for workflow and process improvement. Shows initiative and creativity in assigned projects.
  • Attends and participates in staff meetings.
  • Seeks opportunities for job-related training, continuing education and professional development as the budget allows.
  • Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES    

  • Passion to deliver excellent customer service.
  • Skill in reference interviewing. 
  • Skill in customer relations including dealing with difficult patrons and volatile situations. 
  • Ability to work with customers and patrons in a courteous manner for prolonged periods of time.
  • Knowledge of public library operations.
  • Ability to work effectively both independently and as part of a team.

PHYSICAL & MENTAL REQUIREMENTS 

  • Light lifting and carrying (under 25 lbs.), walking, standing, kneeling, bending and stooping are performed  frequently.  

EDUCATION & EXPERIENCE  

Education: High School Diploma or equivalent required. 

Experience: 1-3 years relevant or similar experience in customer service. 

Working knowledge of: Basic computer skills and familiarity with social media platforms and digital resources. 

Preferred: Ability to read, write, and speak Spanish fluently.  

The statements herein are intended to describe the general nature and level of work being performed by employees,  and are not to be construed as a complete list of responsibilities, duties, and skills required of personnel so  classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion  of the Library District.

COVID-19 VACCINATION POLICY
Wilkinson Public Library has a COVID-19 Vaccination Policy. Candidates will be required to show proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.