Virtual Customer Services Clerk

Under the direction of the Virtual Customer Services Supervisor, resolve inquiries by phone, email and via other virtual means:

• Assist patrons of all ages in a positive, timely, and efficient manner.
• Update and verify patron accounts.
• Answer patron inquiries on services, initiatives and library events using current library practices, policies and procedures; take registrations for Adult/Youth programs.
• Assist patrons with the basic use of the webpage, and all available subscription based resources, including but not limited to, online databases, the public access catalog, and ebook resources. Provide basic instruction and troubleshooting.
• Interpret and enforce library policies when working with patrons.
• Perform basic reader’s advisory, bibliographic searches and online searches for patrons. Renew and reserve patron materials.
• Answer simple reference questions; Refer patrons to librarians, when needed.
• Field problem and in depth questions to specific staff person or department.
• Report problems dealing with databases, PCs, catalog, machines to relevant staff.
• Collect statistics, as assigned.
• Assist with special projects, as assigned.
• Process borrowing and lending requests in local ILS and OCLC WorldShare, or via fax, mail, etc.
• Search OCLC or other databases to locate desired materials for patrons.
• Request renewal of Interlibrary Loan items on behalf of library patrons or requesting libraries.
• Receive and check in borrowed items and verify proper data transfer to ILS.
• Communicate with other libraries via fax, email, phone and OCLC WorldShare to expedite the filling of ILL requests and update the status of ILL requests to ensure accurate and timely filling of interlibrary loans.
• Communicate with patrons regarding status of Interlibrary Loans and hold requests.
• Arrange for retrieval and transit of materials between branches to fill lending requests.