Customer Service Assistant (Hourly)

The Position

THIS IS AN UNCLASSIFIED, NON-CIVIL SERVICE, HOURLY POSITION. NOTE: THIS POSITION WILL BE REQUIRED TO ADHERE TO A CONSISTENT SCHEDULE AND/OR FLEXIBILITY CHANGE, BASED ON THE NEED OF THE DEPARTMENT.

This is the entry-level classification in the Customer Service Series. Positions at this level perform routine clerical duties and light facility maintenance duties, interact with the public, and provide information within the Library, Arts & Culture Department.

The current vacancy is to support event rentals and delivery services on as needed basis. Flexible availability on weeknights and weekends is required.

Glendale Library, Arts & Culture

Glendale Library, Arts & Culture provides the community with the opportunity to seek and share ideas and information that will enrich lives, foster literacy, inspire intellectual curiosity and stimulate the imagination. GLAC is focused on providing exceptional customer services to our community while promoting inclusion, diversity, equity and anti-racism.

GLAC is comprised of the Central Library, Brand Library & Art Center and six unique neighborhood branches. Known as the "Jewel City," Glendale is the fourth largest City in Los Angeles County. With a population of more than 200,000, Glendale is a thriving cosmopolitan City that is rich in history, culturally diverse, and home to a vibrant network of businesses and community organizations.

Essential functions of the job include, but are not limited to, the following:

Ensures Department services are provided with exceptional customer service and the highest level of ethical standards.

Performs customer service duties related to the assigned department, program, or function.

Works with a diverse community and staff, valuing inclusion, diversity, equity and antiracism and applies those values to library programs and services.

Arranges and monitors events held in the Library's indoor and outdoor spaces on an as needed basis, before, during, and/or after each event, including, but not limited to, setting up and/or using audio/visual equipment and computers, connecting equipment to the library network, and troubleshooting. Opens Library sites for events and is responsible for proper closing procedures.

Sets up tables and chairs for meetings, movies and special functions. Moves small items of furniture and equipment.

Drives a City vehicle in delivering library materials and other items to City library branches, City buildings and facilities, and other locations. May need to drive Bookmobile as needed.

Interacts with the public or internal customers in person, via email, or over the telephone, and directs them to the appropriate person or department. Responds to inquiries, provides routine information, and/or records messages. Contacts individuals in person, via email, or by telephone to obtain information, documents, or resolve discrepancies. Assists the public or other employees in understanding and filling out forms.

Interprets or explains departmental policies, procedures, regulations, and codes to the public, and directs citizens to the proper departments or persons.

Operates a variety of office equipment including copiers, facsimile machines, and computers.

Establishes and maintains traditional and automated filing systems by preparing new file folders and sorting, filing, shelving, or storing materials. Checks accuracy and completeness of information being filed.

Inputs data and prepares reports, charts, graphs, and tables using a calculator, adding machine, or personal computer with standard or specialized software. May input, edit, and/or maintain information on departmental City web site.

Sorts incoming mail or packages into categories requiring a variety of handling, routing, or filing procedures. Delivers mail and interdepartmental messages in accordance with established procedures.

Compiles and copies information and sends materials in response to routine requests. Determines appropriate form letters or notices to send in response to routine requests for information or material.

Maintains inventory of office supplies. Completes forms for ordering materials or supplies and follows up on delivery of ordered materials. Maintains automated purchasing and/or employee attendance/payroll records.

Monitors petty cash funds, receives monies, makes out receipts, reconciles and balances accounts or statements, assists in budget preparation, or performs arithmetic computations with a calculator, personal computer, adding machine, or by hand.

May type or word process letters, memos, reports, agendas, minutes, forms, lists or other written material by using a personal computer.

Checks out library materials to the public. Assists patrons at public service points and in the use of self-check equipment, printers, copy machines and other technology and equipment. Assists with programing and outreach events.

Understands library policies, and approaches patrons who are violating library policy in a friendly manner. Communicates with coworkers and supervisor as needed about patron behavior issues.

Keeps the library’s indoor and outdoor spaces welcoming and cleanby tidying up, dusting, vacuuming, cleaning table surfaces etc. as needed in between custodial services and for special events.

Physically lift and arrange library furniture and equipment for library programs and facility rentals and restores the library spaces to an orderly condition following their use.

Opens, closes and monitors library facilities for special events and as scheduled.

Sets up tables and chairs for meetings, movies and special functions. Moves small items of furniture and equipment.

Sorts and re-shelves books and other library materials. Checks shelves for proper arrangement of materials. Retrieves materials from storage areas. Clears reading areas of books, magazines and other materials.

Learns various filing systems, automated online catalogs and circulation systems, technologies and online resources used within the library.

Reach overhead to re-shelve books and other materials.

Read, write, communicate effectively and comprehend directions in English.

Assists the public in accessing information and library resources.

Assists patrons with circulation functions and financial transactions.

Assists with the library collections arrangement, organization and presentation.

May drive on City business depending on the specific needs of the position.

Assumes responsibility for ensuring the duties of the position are performed in a safe, efficient manner.

Performs other related duties as assigned, or as the situation requires.

Minimum Requirements

Experience

No specific requirement.
One year of experience working directly with the public is highly desirable.

Experience working in a public library or related setting is highly desirable.

Ability to read, write and/or speak in a language other than English is preferred.

Education/Training

Graduation from high school or attainment of a State Board of Education issued certificate of proficiency, or attainment of a GED certificate, CHSPE certificate, HiSet certificate, or CPP certificate.

License(s)/Certification(s)

A valid California Class C driver's license

Note

An equivalent combination of experience, education and/or training may be considered as a substitute for the listed minimum requirements.

Knowledge, Skills & Abilities

Knowledge of:

Basic mathematical operations such as addition, subtraction, multiplication, and division.

English grammar usage, spelling, punctuation, and business vocabulary.

Standard office procedures.

Knowledge of and skill in:

Exceptional customer service practices.

Skill in:

Dealing tactfully, courteously and effectively with civic leaders, public officials, program participants and the general public.

Making independent judgments and decisions based on standard policy or procedures particularly in problem situations.

Use of audio and visual media components for events.

Ability to:

Provide exceptional customer service to all employees and vendors.

Model and practice the highest standards of ethical conduct.

Consistently exercise good judgment and reasoning especially under stressful conditions.

Deal tactfully and courteously with the public.

Develop necessary skills from on-the-job training and meet the standards of performance for the classification.

Establish smooth working relationships and resolve interpersonal conflicts.

Format information such as lists, tables, documents, correspondence, etc.

Handle confidential information with discretion.

Maintain a filing system.

Maintain accuracy while performing routine repetitive tasks.

Present a courteous, professional public image to internal customers and members of the public.

Read, write, communicate effectively, and comprehend directions in English.

Type accurately at 20 words per minute net.

Utilize a variety of Microsoft Office software programs, including Outlook, Excel, Teams, and PowerPoint.

Word process general correspondence and reports using a personal computer and word processing software applications, including Microsoft Word.

Provide own transportation to various work sites.

Other Characteristics

Willingness to:

Work overtime as requested or required.

Assume responsibility for maintaining a safe working environment.

Exceptional Customer Service Policy

The City of Glendale places a high importance on quality customer service and prides itself for the high level of services it provides by every employee of the organization. As employees of the City of Glendale, we are committed to providing our diverse community and each other with courteous, considerate, and personal attention.

Please click on the link to read the Exceptional Customer Service Policy .

Selection Process

SELECTION PROCESS

EVALUATION OF APPLICATION: Submitted Application will be reviewed to ensure applicants meet the minimum requirements. Applicants must complete all Supplemental Questions in order to be considered. NOTE: Due to the large number of applications anticipated, the City of Glendale cannot guarantee that all applicants who qualify will be invited to an oral interview.

ORAL INTERVIEW: (Weight of 100%) To evaluate the applicant's experience, education, and general background for the position.
TIME AND PLACE OF THE EXAMINATION WILL BE ANNOUNCED. The City of Glendale reserves the right to modify the above stated examination components and/or weights. Should this be necessary, the candidates will be notified of the specific examination components and weights prior to the administration of any examination. The selected candidate will be subjected to a background check including Livescan fingerprinting. The City of Glendale conforms with State and Federal obligations to make reasonable accommodation for applicants and employees with disabilities. The Human Resources Department asks that it be advised of special needs at least five days prior to the first test part so that a reasonable accommodation may be made. The provisions of this bulletin do not constitute an express or implied contract. In compliance with the Immigration Reform and Control Act of 1986, the City of Glendale requires that all new employees provide documentation to establish both work authorization and identity.

The City of Glendale offers a comprehensive benefit package including vacation, holiday, and sick leave as well as medical, dental, vision, and long-term disability insurance.

The above listed benefits apply to full-time, salaried positions only.

Closing Date/Time: 3/14/2025 12:00 AM Pacific

• 

• City of Glendale

• 818-548-2152

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