DUTIES AND RESPONSIBILITIES:

Reporting to the Assistant Director of Outreach and Mobile Library, the Mobile Library Driver/Customer Service Representative positon(s) drives a motorized mobile library vehicle on a scheduled route, making predetermined stops to provide library services to Mobile Library patrons, including adults, youth, and children. Performs all circulation functions such as checking out and checking in materials, retrieving holds, shelving, filing, arranging items in order, and processing requests for book reservations. Performs daily routine maintenance checks on the vehicle, including oil, tires, and vehicle equipment. Records hours of engine and generator operation and notifies the supervisor of any identified issues during vehicle inspections or schedules maintenance or repairs as needed. May perform Customer Service Representative responsibilities as-needed and as-directed at Windsor Park, Queens Village and/or various other community libraries, as assigned, if the Mobile Library cannot operate due to inclement weather, maintenance, priority-of-service-determinations, or other circumstances.  Similarly, may provide service and support as-needed and as-directed to the Shipping Department.  When this position is temporarily assigned/dispatched to perform duties within a branch library, it will be temporarily supervised on an ad hoc basis by the Community Library Manager (CLM).  Similarly, when this position is temporarily assigned/dispatched to perform duties with the Shipping Department, it will be temporarily supervised on an ad hoc basis by the Coordinator of Materials Management (and/or by that position’s designee).  The Assistant Director of Outreach and Mobile Library will nevertheless retain command and control over the duties/locations/assignments that this position performs and is assigned to on a day-to-day basis. Performs other duties as assigned.

Customer Service Representative

  • Provides friendly, courteous, and accurate service to library customers. Enrolls customers, completes library forms, answers directional questions, troubleshoots customer accounts, processes fines/fees, and refers customers to librarians for reference questions. Addresses and resolves customer complaints/issues.
  • Accurately enters data into the library’s computer systems for new account registrations, changes in customer accounts, daily gate count, etc.
  • Prepares new and existing materials for customer use, including stamping books, affixing labels, applying security strips/RFID tags, and linking materials.
  • Scans returned items and shelves library materials. Takes inventory of materials and prepares reserve titles for delivery.
  • Completes reports such as the Waived Log.
  • Responsible for loading and unloading library materials, restocking shelves/materials, and conducting routine vehicle maintenance checks.
  • May perform Customer Service Representative responsibilities at Windsor Park, Queens Village, and shipping or various community libraries if the Mobile Library cannot operate due to inclement weather, maintenance, or other circumstances.

Outreach Driver

  • Picks up and delivers on scheduled and unscheduled stops as assigned. Acts as a chauffeur driving fleet’s official automobiles. Loads and unloads materials and equipment, sorts books in the Shipping Room and on the Route as required.
  • Professionally represents the library at community events such as parades, hospital stops, school visits, etc.
  • Prepares trip reports, accident reports, and mechanical issues.
  • May perform customer service duties at community libraries during inclement weather or maintenance.

Motor Vehicle Maintenance

  • Responsible for the operation and maintenance of motor vehicles.
  • Performs maintenance and minor repairs of motor vehicles including checking tires and wheels for condition and pressure, oil, gasoline, brake fluid, windshield fluid, wiper condition, and fuses.
  • Maintains proper safety tools in the vehicle such as hazard triangles, flares, flashlights, hand trucks, straps, supplies, materials, and equipment.
  • Maintains clean vehicles both inside and out, keeping vehicles free of all debris and litter.
  • Reports all accidents and mechanical defects immediately, verbally and on written report forms.
  • Conducts daily pre-trip safety and maintenance checks including tire pressure, oil, fuel, windshield washer, brake fluid, etc. Records mileage. Fills gas tank as needed. Routinely cleans and maintains vehicle interior.

Training

  • Provides system-wide mobile library training and outreach training for community libraries and staff.
  • Maintains Mobile Library guidelines and Outreach Toolkit for use by library staff.
  • Attends training and workshops as required.

Must be able to work a flexible schedule based on operational needs.  Schedule includes Saturdays and may include evenings and weekends.

REQUIRED QUALIFICATIONS:

  • High School Diploma or General Equivalency Diploma required.
  • Must have a minimum of one year of customer service experience with strong verbal and written communication skills.
  • Three years of driving experience under Class E license or equivalent.  Ability to make minor vehicle repairs and handle light maintenance. 
  • Valid Class D driver’s license and a minimum of three years of driving experience required. Must obtain a Class E license upon appointment.
  • Ability to prepare required reports.  Good written and verbal communication skills, interpersonal skills, and customer service skills.
  • Must have the ability to work with a diverse population of customers and effectively provide customer service to a high volume of customers.
  • Must be friendly, courteous, professional, and have strong interpersonal skills to support customer service. 
  • Basic computer skills required.
  • Ability to lift and/or move up to 50 pounds.

ABOUT QUEENS PUBLIC LIBRARY:

Queens Public Library is a national and international leader in the delivery of public library service. Our mission is to transform lives by cultivating personal and intellectual growth and by building strong communities. Queens Public Library welcomes innovators and leaders to contribute to a long history and dynamic future of serving the most diverse county in the United States. Queens Public Library is a private, non-profit corporation serving 65 locations.

TO APPLY: Send your resume and cover letter to QLcareers@queenslibrary.org and reference “Mobile Library Driver, Customer Service Representative - QLWEB” in the subject line Resumes will only be accepted by email. 

Starting annual salary is $48,353 plus $700 premium.

The Queens Public Library is an Equal Opportunity Employer.