Columbus Metropolitan Library

Call Center Representative

• Answers basic reference and directional questions over the phone, chat, and by e-mail.
• Assists customers with library website navigation including accessing the catalog, electronic resources, meeting rooms, and events.
• Regularly provides support and troubleshooting for eContent services, including eReaders.
• Assists customers with library card accounts over the phone, chat, and by e-mail; including processing account applications, verifying account information, informing customers of and enforcing account rules and regulations, accepting payment on accounts, and ensuring accuracy of the account.
• Resolves customer account disputes by interviewing customer, analyzing account information, communicating about the situation with customer, and negotiating.
• Assists with location operations including opening and closing procedures; ordering and maintaining location supplies; and ensuring that the location is neat, orderly, appealing and inviting to staff.
• Assists with maintaining knowledge bank; may assist with creating daily schedules, gathering and reporting statistical data, and other clerical duties as assigned.
• Interprets library expectations written for in-person service in light of virtual interactions.
• Offers suggestions for edits as appropriate.
• Provides training on library technology to customers and staff one-on-one; may assist Information staff in classroom settings.
• Responsible for trouble shooting technology problems at the location, notifying and coordinating with Information Technology staff as needed.
• Performs additional duties as assigned including serving on task forces, committees, etc.
• May be asked to fulfill duties of the Customer Services Specialist and the Materials Services Associate.

Call Center Specialist