This position provides public information and reference services in the Information Central department, a centralized system-wide telephone and electronic reference service.  In the team environment employees will participate in setting unit, library, and system goals, contribute to decision making and evaluation of progress. Employees will collaborate with co-workers to support the team process.

Customer Service

•  Ensures the prompt and efficient resolution of each inquiry from internal and external customers, delivered with the utmost courtesy and respect.
•  Provides prompt, courteous customer service to patrons when answering reference, directional, and/or reader’s advisory questions.
• Determines and implements research strategies and utilizes print and electronic resources to answer patron reference questions.
• Responds to patron requests for library circulation transactions, including hold, renewals, Interlibrary Loan, etc.
• Explains and interprets library policies and procedures.
• Engages in conflict resolution and problem solving.
• Provides instruction and assistance in the use of library technology resources.
• Transfers calls to appropriate library service desks, other County agencies, etc.
• Provides information and referral to appropriate sources as applicable.
• Troubleshoots computer connection problems at a primary level.
• Provides assistance at service desks and other sections as needed.
• Represents Sarasota County to users.

Administration

• Develops and maintains a knowledge base of frequently asked questions.
• Gathers usage statistics as required.
• Assists with ILS database maintenance as requested.
• Participates in developing and implementing Info Central policies and procedures.
• Provides recommendations to assist in improving operational efficiency.
• Attends cash management training and participates in all aspects of the libraries cash management procedures.

Staff Development

• Keeps abreast of developments, new trends, and innovation in libraries.
• Provides opportunities for continuing professional development of self and others, especially in acquiring relevant understanding and skills.

Participates in cross training to work in other sections and aids in cross training staff in his/her section.

Work Hours:  8:00 a.m. to 5:00 p.m. or 11:30 a.m. to 8:00 p.m. 40 Hours/Week

Minimum Qualifications:  A High School Diploma or equivalent, and one-year experience in public contact work and working knowledge of computer and hardware systems dealing with public response.

Preferred Qualifications: Major coursework in library science, English, Communications, or related field preferred.

Job Competencies:  A clear, distinct speaking voice is required, along with knowledge of Windows, word processing, spreadsheets, and Internet searching. Creative problem-solving skills, intellectual curiosity, broad general knowledge, and a strong customer service background are highly desirable.  Accuracy, flexibility, attention to detail, and the ability to work in a fast paced, pressured environment, also strongly preferred.  Must be able to work as part of a team. Ability to adapt to various and changing duties as required.

Physical Demands:  Must occasionally lift and/or move up to 50 pounds.

Pay: $12.11 - $15.00

Benefits:

• Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! 
• For more information about employee benefits, please click this link or visit SCGov.net for additional information.
• Utilize our award-winning wellness program including free gyms and classes at multiple Sarasota County Government locations. 
• Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)​​

Sarasota County Government is a Tobacco Free/Drug Free Workplace

Sarasota County Government promotes diversity and inclusion in its workforce and does not discriminate on the basis of race, color, gender identification or expression, genetic information, religion, national origin, marital status, age or disability. A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5741.