Library Customer Service Representative III

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Employment Type

Full Time

Job Summary

Hiring range: $21.75 to $24.08 hourly, depending on qualifications

Join our team as a Library Customer Service Representative III, where you will provide exceptional customer service while serving as a team lead and designated Person In Charge (PIC). In this role, you will confidently make independent decisions, de-escalate challenging situations, maintain a safe and welcoming environment, and support daily operations. You will train and guide staff, foster teamwork, and help ensure consistent service standards. We're seeking an individual with strong leadership and customer service skills, sound judgment, and proficiency with technology and workplace software to support communication, training, and operational needs. If you're ready to lead by example and make a meaningful impact in our library community, we encourage you to apply for this exciting opportunity. 

We are currently hiring for openings at both the Downtown Library and Indian Creek Library

For more details, review the full job details and requirements below.

The Customer Service Representative III provides front-line customer support for City services in response to customer requests in person, over the phone or online, working independently with limited direction and in support of other team members. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner. The Customer Service Representative III is the third level in a three-level career progression of Customer Service Representative I, II, and III.

Key Responsibilities

• Provides information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online); serves as a subject matter expert on topics of varying nature across citywide services to provide effective customer service.

• Utilizes multiple computer software applications to initiate and process service requests, reporting queries and internal process audits; maintains elevated working knowledge of systems to support other customer service staff members; contributes to the creation and revisions of documented business requirements to increase efficiencies and adopt systematic solutions as appropriate; assists Customer Service business process owners with script writing techniques and review.

• Provides training on business processes to customer service staff members, supervisors, and team leaders.

• Assists Customer Service Supervisors as tier-one support for escalating customer issues; serves as a Team Lead, responsible for managing front-line staff when Customer Service Management team is unavailable.

Qualifications

Experience: At least three years of increasingly responsible administrative or customer relations experience is required. Experience in a specific specialized area of service such as library services or utility services may be required. Effective interpersonal and communication skills are required along with proficiency in Microsoft Office programs.

Education:  A high school diploma or equivalent is required. Course work in business, public administration, or other related field is preferred.

Licenses & Certifications: None required.

Language: Proficiency in both written and verbal English is required with additional proficiency in Spanish and American Sign Language preferred.