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The City of Anaheim Public Library seeks a highly enthusiastic Library Customer Service Clerk. The Library Customer Service Clerk provides excellent customer service to our library patrons, performing a variety of clerical tasks related to circulation services for the public; provides direct service and assistance to library patrons in person, by phone, or through an electronic process or library system; explains and assists in implementing library policy; resolves customer complaints; collects payment of fines and fees. Strong cash-handling and reconciliation experience is necessary for success. The ideal candidate will have prior circulation experience.
DISTINGUISHING CHARACTERISTICS:
This is an intermediate-level classification within the Library Clerk class family. Incumbents primarily perform circulation and frontline customer service tasks at a public counter. Incumbents interpret library policies related to the circulation of materials and resolves customer issues within established policies and procedures. Employees assigned to this classification are expected to answer questions related to library services, patron accounts, and library policy and procedure. Questions and complex issues in which resolution may involve significant deviation from procedure or exception to policy are escalated to the Library Services Supervisor, Principal Library Clerk or other management staff. This class is distinguished from the Senior Library Clerk in that the latter assumes lead responsibilities for an assigned area and performs more complex tasks with a greater degree of independent judgment and provides direct supervision of support staff. Experience gained in this classification may serve to meet minimum qualifications for Senior Library Clerk.
Candidates must be available to be assigned a varied weekly schedule, which includes evening and weekend hours. The incumbent may support operations at other branch locations, however the position’s primary assignment will be located at the Central Library Branch.
The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.
Provides frontline customer service to library patrons at the Circulation Services Desk, including answering questions, registration of new patrons for library cards, and checking library materials in and out using an automated circulation control system.
Enters information and customer records into library databases and keeps up-to-date as appropriate.
Identifies and handles lost or damaged materials; collects and records fines and fees.
Processes holds from all libraries and maintains hold shelf.
Inspects returned material for damage, adding appropriate charges to patron accounts.
Assists patrons at front counter and directs public to appropriate locations and/or staff; responds to complaints and requests for information; provides detailed information to patrons regarding library materials and financial status of accounts; investigates and resolves disputed customer accounts.
Resolves customer issues pertaining to library fines/fees, including overdue charges and charges related to damaged or lost books and materials; assists customers who have past due account balances, arranging fine reductions and payment plans following established guidelines.
Performs financial transactions including adding and adjusting charges on patrons’ accounts and using a cash register to collect fees and clear customer account balances.
Assists in interpreting and applying circulation regulations, policies, procedures, systems, rules, and precedents in response to inquiries and complaints from the public; screens calls and directs callers to appropriate staff as necessary.
Searches shelves for overdue and lost items.
Prepares circulating material for public use.
Processes, prepares, and maintains revenue generating material collections for circulation.
Prepares books and other items for daily delivery to branch libraries.
Retrieves messages from circulation phone line and renews patron books.
Processes current periodicals, new paperbacks, media items, and damaged materials.
Cleans, mends and repairs library materials according to effective conservation techniques.
Shelf reads the collection to ensure materials are in correct location and order.
Opens and closes facilities, including preparing and closing register cash drawers, turning on, logging into, and turning off all computers, preparing daily newspapers, and printing out and pulling holds list for shipment to other libraries.
Maintains the public information bulletin boards and customer friendly shelving/displays for new, rental, and high demand materials.
Performs minor and routine maintenance on copy machines, printers and computers.
Performs a wide variety of routine clerical duties to support operations, including filing, preparing records and basic reports, cashiering duties, and ordering and maintaining office and related supplies.
Maintains accurate and detailed records, verifies accuracy of information, researches discrepancies, and records information.
May train and oversee the work of Library Pages and volunteers.
Perform related duties and responsibilities as required.
Experience and Training: Equivalent to the completion of the twelfth (12th) grade and one (1) year of clerical experience with an element of public contact, preferably in a library setting.
Knowledge of: Core library operating principles, including confidentiality of customer information; standard library practices and procedures including circulation and collecting fines and fees; applications of automated library circulation system; principles, practices, and techniques of effectively dealing with the public and public relations; applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility; record keeping principles and procedures; basic principles and practices of data collection and report preparation; arithmetic principles and cash handling; modern office practices, methods and computer equipment; English usage, grammar, spelling, vocabulary, and punctuation; techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors and City staff.
Ability to: Maintain accurate logs, records, and basic written reports of work performed; accurately shelve and file materials using library alpha-numeric systems; understand and follow department policies and procedures related to assigned duties, and oral and written instructions; operate modern office equipment including computer equipment and specialized library services software applications programs; type 25 words per minute; organize own work, set priorities, and meet critical time deadlines; use English effectively to communicate in person, over the telephone, and in writing; make sound decisions within established policy and procedural guidelines; use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines; establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is on Friday, September 1, 2023 at 5:00PM . Applicants are encouraged to apply early. Applicants that apply after the first review are not guaranteed to be considered for this recruitment. This recruitment may close at any time without notice after the first review date.
The selection process will consist of a minimum of skills examination and oral interview.
The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City.
Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.
The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.
Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.
The City of Anaheim offers a range of benefit programs for employees and their eligible dependents. These include health, dental, vision, and life insurance, as well as a variety of voluntary benefits. Programs and benefits amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.
To view the current benefits summary, visit: https://www.anaheim.net/DocumentCenter/View/30970/Benefits-Summary-Full-Time
For additional information about the City's benefits, visit: www.myanaheimbenefits.com
RETIREMENT BENEFITS – The City contracts with the California Public Employees Retirement System (CalPERS) to provide retirement benefits. Retirement formula is based on appointment date and membership status with CalPERS.
Note: Pension contribution limitations are set by CalPERS each calendar year, with compensation limit requirements for Public Employee Pension Reform Act (PEPRA) members and Classic members. Employee contributions will be deposited into a 401(a) account after reaching this limit. Employees with CalPERS membership dates prior to July 1, 1996 are not impacted by these limits.
To view the current limits and additional CalPERS information, visit:
https://www.anaheim.net/DocumentCenter/View/4783/CalPERS-Rates
