Customer Care Specialist

The Tulsa City-County Library Customer Care Specialist provides excellent library customer service in the Ask. Us Customer Care Center, a rapid-response “ready reference” service to the public and TCCL branches. The Customer Care Specialist is trained to assist with circulation, ready reference, library downloadable content and general library services and information; responds to customer questions submitted via phone, email, text, instant message, social media, and the comments section on the website.

On occasion the Customer Care Center may also assist with library promotion via social media. Location: Central Library - 400 Civic Center Tulsa, OK. 74103 Salary: $16.25/hr. Status: Part time - 20 Hour/Week Schedule: Monday 8:30 am - 5 pm Friday 9 am - 6 pm Sunday 12:30 pm - 5 pm Some essential functions and qualifications of the position include: Provides excellent library customer service by assisting with circulation, ready reference, readers’ advisory, library downloadable content and general library service and information questions in the Ask.

Us Customer Care Center. Responds to customer contacts submitted via phone, email, text, instant message, social media, and the comments section on the website. Assists Customer Care Manager with social media needs. As needed, updates phone messages and web banners for temporary changes in hours or service (i.e. Holiday hours, a branch closes due to power outage).

Prepares Ask. Us Customer Care Center for opening and closing. Excellent phone voice, strong oral and written communication skills, and strong interpersonal skills. Skills using Windows, Internet, Word Processing, Spreadsheets required. Ability to learn relevant technology, including the library’s circulation software (e.

g. Sierra), call center software, and use of popular e-readers and tablets. High school diploma or G.E.D. required. Bilingual English

• Spanish preferred. Physical and Environmental Conditions: Work occasionally requires stooping and bending. Occasional light lifting such as three or four reams of paper, four or five books, or other materials (up to 20 pounds) may be required. There are usually no major sources of discomfort; work is essentially conducted in a normal office environment with acceptable lighting, temperature, and air conditions.