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Hillsborough County Government

Library Customer Service & Technical Guide (#LIBCSTCPP4) CPP4
$17.37-$27.79 Hourly / $3,010.80-$4,816.93 Monthly / $36,129.60-$57,803.20 Yearly




JOB OVERVIEW

Performs professional library duties and provides on-site technical assistance in order to provide and maintain timely and effective customer service to Library customers.

MINIMUM QUALIFICATIONS

Bachelor’s degree from an accredited college or university; and
Two years of experience providing instruction in accessing and using the Library’s automated circulation system, computerized databases, library related software, e-book and digital magazine platforms, general office equipment; and
Possession of a valid Driver License.

OR

An equivalent combination of relevant education, (not less than a high school Diploma/GED), training and experience that would reasonably be expected to provide the job-specific competencies noted above; and
Possession of a valid Driver License.

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals

WORK CATEGORY

Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

PHYSICAL REQUIREMENTS

  • Must be able to lift, push, pull, stoop, crouch, balance or handle materials weighing up to 50 pounds.
  • Must be able to bend and kneel.
  • Must be able to stand, sit and walk for extended periods of time.

    JOB DISTINCTIONS

    Performs customer service duties of extensive variety related to use of the library, its resources, technologies, and programs. Analyzes customer needs and determines appropriate resources for furnishing the necessary information. Assumes in-charge responsibilities. Supervises lower level support staff.

    DUTIES AND RESPONSIBILITIES

    Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:

    • Provides front-line customer service assistance via phone, email or in person to internal and external customers. Provides direction, promotion of and instruction in accessing and using the Library’s automated circulation system, computerized databases, library related software, e-book and digital magazine platforms, general office equipment.
    • Manages customer accounts, including Library care registration, fines and fees within the integrated library system. Counts and balances cash drawer and makes deposits as required.
    • Performs troubleshooting and instruction on a variety of hardware, software and general office equipment. Maintains digital literacy awareness and education.
    • Manages meeting rooms, study rooms and computer usage.
    • Maintains knowledge of and practices adherence to library and county policies and procedures, rules and practices.
    • Assumes in-charge responsibilities for routine daily operations of an agency, building and grounds as assigned.
    • Executes performance management duties to include but not limited to: training, coaching, documenting and evaluating performance of subordinate staff.
    • Creates class content for new instructional programs.
    • Delivers training classes and one on one instruction to library users and fellow staff members.
    • Performs other related duties as required.

      JOB SPECIFICATIONS

      • Knowledge of computer hardware, software, Microsoft products, varying office equipment.
      • Knowledge of library filing and classification systems. Accurately sort, file, and/or retrieve material using alphabetical, numerical and chronological systems.
      • Knowledge of library services policies and procedures.
      • Knowledge of accessing and using the Library’s automated circulation system, computerized databases, related software, e-book and digital magazine platform.
      • Knowledge of the basic operation, maintenance and troubleshooting of library automated systems and personal computers.
      • Skill in cash handling and the ability to perform basic arithmetic computations.
      • Ability to communicate effectively, both orally and in writing.
      • Ability to multi-task, organize, and prioritize.
      • Ability to plan, prepare and deliver lessons and instructional materials that facilitate active learning.
      • Ability to be self-motivated and embrace change.
      • Ability to display patience, tact, flexibility, creativity, poise, and a positive attitude while serving customers in a busy setting.

        SPECIAL REQUIREMENTS

        NOTE:

        Some of the library branches are designated by the US Department of State as Passport Acceptance Facilities, and incumbents in certain positions in this classification function as Passport Acceptance Agents, in addition to their regular library duties in those branches. To be selected and authorized to serve as a passport acceptance agent in such branches, the candidate/employee must be a U.S. citizen or a U.S. national, and 18 years of age or older; and

        Must not have a record of either: (a) A Federal or State felony conviction; or (b) A misdemeanor conviction for crimes involving moral turpitude or breach of trust, including but not limited to embezzlement, identity theft, misappropriation, document fraud, drug offenses, or dishonesty in carrying out a responsibility involving public trust.

        Training and Certification: Employees selected to be passport acceptance agents will be trained to apply procedures and practices as detailed in the guidance provided by the US Department of State, and must pass the certification exam and maintain an annual re-certification.

        SPECIAL NOTES

        NOTE: Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.

        CLASS: LIBCSTCPP4; EST: 1/7/2018; REV: ;