A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
FT LIBRARY CUSTOMER SPECIALIST - WALNUT HILLS BRANCH DATE POSTED
09.04.2026
POSITION SUMMARY:
The Library Customer Specialist provides direct customer service to the public, serves as a designated person in charge, and assists with and leads various duties associated with the location's operations. This position focuses on adult programming and services.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Circulates materials to customers, including checking materials in and out, processing holds, registering customers, and collecting fees. Answers a variety of general customer questions in person, on the phone, or via email. Assists customers with various technologies. Performs readers' advisory and reference service. Compiles customer and program statistics. Coordinates and assists in the shared department's responsibilities, including generating ILS reports, ordering supplies, and filling interagency requests. Performs office management responsibilities, including updating forms, staff scheduling, and general operations and administrative duties. Assists with programs, displays, and meeting room approvals. Refers customers' issues and complaints to managers and/or designated people in charge. Provides leadership and directs the work of Grade 1 - 4 staff when designated and assists with their training. Prepares and deposits money from fees. Interprets the Library's policies and procedures to the public in a customer-friendly manner. Serves as the person in charge in the absence of leadership. Supports and advances the Library's mission of connecting people with the world of ideas and information. Embraces and embodies the Library's core beliefs, strategic priorities and pillars of excellence. Demonstrates a commitment to diversity, equity and inclusion efforts of all colleagues and customers regardless of age, cultural background, ability, ethnicity, family status, gender identity, immigration status, national origin, race, religion, sex, sexual orientation, socioeconomic status, and veteran status. Complies with Cincinnati & Hamilton County Public Library's workplace expectations, attendance and punctuality, drug-free workplace, harassment in the workplace, and other employment-related policies and procedures; and all other rules, guidelines, requirements, standards, and practices that are applicable to the position. Other duties as assigned. The focus on adult programming and services includes: Planning and conducting programs for adults in conjunction with the Branch Manager to encourage engagement with Library resources. Responsibility for leading two Book Clubs—one within the Branch and one within the community as outreach. Overseeing the team at the Branch serving Community Book Clubs, including coordinating club assignments, organization, and statistics.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Skill in customer service. Ability to arrange materials in alphabetical and numerical order. Ability to work independently and with coworkers in a wide variety of situations with minimal supervision. Ability to use all technology applicable to the essential functions of the job and commonly used by the Library. Lifting objects up to 50 pounds and carrying them short distances [50 feet or less] is required. Pushing carts of library materials up to 150 pounds is required. Working irregular hours, including evenings and weekends, is required.
QUALIFICATIONS
Education:
High school diploma or equivalent is required.
Certifications or licensure:
None. Driver's license: A driver's license and a driving record acceptable to the Library's insurance provider, or the employee must independently meet transportation requirements associated with the position.
Years of relevant experience:
Two or more years is required.
Years of experience supervising:
None.
HOURS:
40 hours per week, including evenings and weekends.
