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Customer Care Specialist
Job Code:2018-CE-017
Location:Central Library
FT/PT Status:Part Time
Mon 8:45am-12:45am; Thurs 5pm-9pm; Alternating Fri 9am-6pm and Sat 8:30am-5pm; Sun 1pm -5pm

Job Summary:
Provides excellent library customer service in the AskUs Customer Care Center, a rapid-response “ready reference” service to the public and TCCL branches; assists with circulation, ready reference, library downloadable content and general library service and information; responds to customer questions submitted via phone, email, text, instant message, social media, and the comments section on the website; may assist with library promotion via social media.

Essential Functions:
  1. 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 AskUs Customer Care Center.
  2. Responds to customer contacts submitted via phone, email, text, instant message, social media, and the comments section on the website.
  3. Assists Customer Care Manager with social media needs.
  4. 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).
  5. Monitors and sorts AskUs email and other contacts for statistical tracking;
  6. Keeps current on all library services, products, and events in order to assist customers. Actively seeks out information regarding changes or new offerings at TCCL and shares with AskUs coworkers.
  7. Maintains familiarity with Tulsa County community services and events to better assist customers.
  8. Prepares AskUs Customer Care Center for opening and closing;
  9. Schedule includes some evenings, rotating Saturdays and some Sundays;
  10. Complies with the Process Activated Training System (PATS) scripts when performing job tasks and making additional contributions to the PATS scripts as necessary to continually ensure all tasks are being performed consistently and with the best practices;
  11. Performs other duties as assigned.

Other Duties & Responsibilities

Required Knowledge, Skills & Abilities:
  1. Ability to maintain customer focus and build relationships while multi-tasking in a fast-paced environment;
  2. Knowledge of general library procedures, policies, and operations;
  3. Knowledge of circulation policies, processes and procedures;
  4. Excellent phone voice, strong oral and written communication skills, and strong interpersonal skills;
  5. Skills using Windows, Internet, Word Processing, Spreadsheets required;
  6. 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
  7. Ability to work evenings, weekends or other irregular hours.

Physical and Environmental Conditions:
Work occasionally requires stooping or 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.
Work environment involves no major sources of discomfort; work is essentially conducted in a normal office environment with acceptable lighting, temperature and air conditions.

Education & Experience:


1.     High school diploma or G.E.D.; 

2.     Some college level coursework preferred; 

3.     Six months experience in a public service environment preferred