Library Customer Service Associate

St. Joseph County Public Library - South Bend, IN


Education and Experience:

  • High school diploma or equivalent required.
  • Cash register experience.
  • Previous work experience in a public library and/or retail preferred.


  • Full time, 40 hour workweek
  • Work up to two evenings and variable Saturdays and Sundays.
  • Required to adapt to a flexible schedule as arranged by the Customer Services Manager to meet scheduling needs.


  • Strong commitment to excellent and genuine customer service.
  • Excellent communication skills.
  • Experience working with computers, including Internet, Microsoft Office, Google Suite, and Windows and Mac OS.
  • Follow instructions, be accurate and pay attention to details.
  • Problem solve in a professional manner with Library patrons, co-workers, and supervisors.
  • Physical agility and strength to bend, reach, lift, and move library materials (20-25 lbs.) and to stand for long periods of time.
  • Willing to work at or transfer to other service areas or branches.
  • Accept and manage change.
  • Maintain patron and staff confidentiality.

Ability to:

  • Form and maintain excellent working relationships with staff at all levels.
  • Work with minimum supervision and reach and maintain a high level of productivity.
  • Maintain composure and overcome stress in any situation.
  • Learn the library's automated system, as well as self-service technology.
  • Exercise initiative, be enthusiastic, creative, flexible, energetic, value diversity, and possess a sense of humor.
  • Interpret and communicate Library services, philosophy, policies, and procedures to patrons in a courteous, friendly, and positive manner using one’s best judgment.

Essential Job Duties:

Provide assistance to patrons in finding materials, making recommendations, and answering patron account queries. Under the direct supervision of the Customer Service Manager, the Customer Service Associate will:

  • Provide hands-on customer service at the Customer Service stations at least 90% of the workweek.
  • Assist patrons in person or on the phone with account functions such as check-in and check-out, including homebound support; incomplete returns; renewing materials and placing holds; collecting fines; searching the patron database; and issuing library cards. Perform cash register operations and daily departmental procedures including opening, closing, and balancing cash drawer.
  • Provide accurate information and directional assistance to patron inquiries including locating items on the shelf; performing catalog inquiries, and offering materials recommendations to patrons as needed. Connect patrons to the appropriate staff member for reference or technical assistance.
  • Assist with the creation of displays and replenish them as needed.
  • Keep abreast of publishing and popular culture trends.
  • Perform other related duties as assigned.

Job Type: Full-time

Salary: $11.26 to $13.25 /hour


  • cash register: 1 year (Required)
  • public library and/or retail: 1 year (Preferred)

Work environment:

  • Front desk

Communication method(s) used:

  • In person
  • Email
  • Phone