Call Center Specialist

Columbus Metropolitan Library

Call Center Specialist providing assistance through phone, chat, and e-mail for library customers. Resolving inquiries while ensuring a positive customer experience at the library.

Posted 7/28/2026part-timeColumbus • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $18 - $23 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills, effective communication, and proficiency in library technology and systems. Capable of managing multiple tasks while ensuring a welcoming and organized environment for patrons.

Highest-signal resume keywords

Customer Service ExperienceEffective Communication SkillsLibrary Technology ProficiencyTime ManagementTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Library Technology OperationDatabase Services KnowledgeEContent Services SupportAccount ManagementStatistical Data Reporting

Soft Skills

Active ListeningOral CommunicationWritten CommunicationNegotiation SkillsMulti-tasking

Tools & Technologies

WindowsMicrosoft OfficeEReadersLibrary Catalog SystemsEmail Software

Certifications & Qualifications

High School DiplomaG.E.D.

Industry Keywords

Library ServicesCustomer Account ManagementVirtual InteractionsLocation OperationsClerical Duties

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

High school diploma or G.E.D. required.
Customer service experience preferred.
Ability to express self effectively and concisely, both orally and in writing.
Knowledge of Internet and database services.
Strong phone, verbal communication, and active listening skills.
Ability to multi-task, set priorities and manage time effectively.
Ability to operate library technology including personal computer, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems.
Ability to utilize reliable transportation to promptly report to job assignment and other locations, per job requirements.

Benefits

Comp & perks

Comprehensive medical, dental, and vision plans to meet your healthcare needs.
Access to mental health resources and employee assistance programs for your peace of mind.
Generous paid time off and leave options to balance your work and personal life.
Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans.
A variety of voluntary and supplemental insurance plans to complement your lifestyle.