Clerk I - Circ

Answers internal and external customer inquiries. Core

• All inquiries are handled in a timely, efficient, and professional manner.
• Ensures that answering calls is the top priority. Maintains satisfactory call answer volumes according to department standards.
• Adheres to established procedures as they relate to customer service activities.

Ensures that subscriber retention efforts and activities are optimized. Core

• Conducts subscriber outbound calling and maximizes subscription retention. All subscribers are contacted prior to suspension.
• Maintains satisfactory call volume according to quality measurements.
• Strives to reduce stops and downgrades and uses upselling techniques at every opportunity.
• Adheres to established procedures as they relate to subscriber retention activities.

Enters transactions into the computer. Core

Transactions are entered into the Circulation system in a timely and accurate manner.

Ensures customer satisfaction in every transaction. Core

Conducts necessary follow-up to ensure completeness and customer satisfaction. (Call backs, complaint calls, research, etc.)

Maintains appropriate paperwork as it relates to customer transactions. Supporting

Paperwork is completed and forwarded to the appropriate party in a timely, accurate and legible manner.

Uses available technology to support efforts as needed. Supporting

Possesses adequate knowledge of all pertinent software/systems necessary to perform duties efficiently.

Performs other related duties as assigned. Supporting

Additional related duties are performed in a timely and accurate manner.

Required Education and/or Experience/Knowledge: 1 year of successful Customer Service experience preferred, with HS diploma or equivalent.

Requires Skills: Fundamental math skills. Organized and detail oriented; excellent phone and customer service skills, computer literacy.

This position reports to: CIS Manager