Customer Service Representative II

Summary

Responsible for purchasing, placing orders and receiving new library materials for a multi branch library system. Also resolves problems related to ordering, invoicing and fulfillment of materials. Responsible for maintaining database records for library materials acquisition and creating reports related to these activities. Serves as backup for serials and Inter Library Loan functions.

Pay Range: $15.54 - 19.25 (Depending on qualifications and experience)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Placing, tracking and completing orders for library materials using a variety of computer software and systems.

• Receiving materials, invoicing received materials in library ILS, and preparing invoices for City Accounts Payable.

• Resolving claims and problems using phone, and written correspondence.

• Process and Maintain department records including (but not limited to) invoices, expenses, and materials orders.

• Creating and distributing reports relating to acquisition processes.

• Receiving and signing for library deliveries.

• Troubleshoot and resolve departmental issues with various internal and external team members to ensure  technical services meets goals.

• May interact with vendors and City employees regarding various issues.

• Providing direct service to library patrons, as required.

• Providing backup for dispersal of received materials to proper locations.

• Providing backup for serials and Interlibrary Loan duties on occasion.

• Provide backup for the preparation, processing, maintenance, and verification of disbursements for the library’s accounts payable operations.

• Contribute to a positive work environment, take pride in the workplace, and have knowledge, sensitivity, and awareness of diverse cultures.

• Documenting new departmental procedures and updating existing procedures as necessary.

Minimum Qualifications

• Two-year Associate degree

• 2-3 years work experience in a retail or service environment using computer technologies

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:     

• Two-year Associate degree in library technology with coursework in acquisition services

• 2-3 years experience in a public library setting

• Ability to speak and read Spanish at the intermediate level

Knowledge, Skills & Abilities:       

• Demonstrated ability to communicate within all levels of an organization matched with strong verbal, written, presentation, and one-on-one communication skills;

• Strong service orientation with a positive attitude;

• Ability to work independently, be flexible and thrive in a fast-paced work environment;

• Ability to establish and maintain effective working relationships;

• Listens effectively and communicates in concise, tactful, respectful manner both orally and in writing, including proper use of sentence construction, punctuation, and grammar;

• Knowledge of library organization and cataloging systems Knowledge of library material acquisition policies, processes and procedures

Licenses and Certifications

• Valid Class C Texas driver's license