Part-Time Customer Service Associate II - East Independence

Job Title: Customer Service Associate II

Branch or Department: Customer Experience

Salary/Wage: $17.70

Reports to: Branch Manager

FLSA Status: Overtime Non-Exempt

Supervises: N/A

Benefits Classification: Part-Time

Work Location: Branch

Job Grade: 2

Hours per Year: 950 Max

Work Schedule: A mixture of mornings, afternoons, and evenings. 1 to 2 Saturdays a month.

Anticipated Closing Date: 6/25

At Mid-Continent Public Library, we:

Imagine. We inspire innovation through curiosity and exploration.

Try new things. We empower what works and learn from the rest.

Lead the way. We connect people to information, ideas, and inspiration.

Welcome all. We embrace new perspectives and listen with humility.

Everything we do, we do together.

Position Overview

The Customer Service Associate II is often the first point of contact for customers and is responsible for providing exceptional customer service in-person at the desk and over the phone. They also provide support for a variety of day-to-day library needs, such as book club support, supplies, merchandising, etc.

Essential Functions

Provides Customer Service in person and over the phone

Acts as a guide for customers in use of the library and its resources

Demonstrates use of technology and digital services to customers

Recommends materials to customers based on interests, needs and availability

Assists customers with library card accounts, including the receiving and recording of payment

Uses creative techniques in displays to reach browsers who do not approach staff

Delivers materials outdoors to customers who request curbside delivery

Contributes to the maintenance of the library collection

Processes library materials for customer access

Shelves library materials correctly and efficiently

Straightens and shifts library materials to ensure adequate space and a neat appearance

Building Upkeep

Ensures the library and its grounds are clean and orderly

Basic custodial duties as needed, including shoveling snow

Manages behind the scenes processes as assigned

Manages reports, order supplies, coordinates inventory, assists in organization of magazines and other processes

Acts as a liaison to Library’s Headquarter departments

Non-Essential Functions

This position could be designed as shift lead

May serve as a facilitator and point of contact for book groups

Education and Experience

High School Diploma/HiSet/GED Completion Required

Customer Service experience Preferred

Required Knowledge, Skills, and Abilities

All successful team members at MCPL should demonstrate

Ability to use effective verbal, written, and discreet communication with management, co-workers, and the public

Ability to work effectively in a team environment

Knowledge of department processes and procedures and critical thinking skills to make decisions pertaining to the position

Proficiency in providing friendly and solution-oriented customer service attitude and delivery with internal and external customers

Fundamental understanding of how DEI principles impact the workplace and library services

Age Requirement

Must be at least 18 years of age

MVR Requirement

None

Work Environment

(Indoor/Outdoor) Works both indoors and outdoors and must have considerable tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases which enable the employee to work outside at a facility, handle construction and library materials, work in older buildings and on jobsites, and interact with coworkers and the public

Essential physical abilities to be accomplished with or without reasonable accommodation are

Daily (greater than 50% of the time)

Standing (up to 1 hour at a time)

Walking (even ground)

Lifting 1-10 pounds

Lifting 11-25 pounds

Pushing/Pulling 1-10 pounds

Pushing/Pulling 11-25 pounds

Bending/Stooping

Kneeling

Reaching above shoulder

Receiving Communication and Instructions (vision, reading, hearing)

Conveying Communication and Instructions (Speaking, writing)

Using computer data entry tools - keyboard, mouse, touchscreen, scanner

Sitting

Receiving Communication and Instructions (vision, reading, hearing)

Conveying Communication and Instructions (Speaking, writing)

Using computer data entry tools - keyboard, mouse, touchscreen, scanner

Frequently (up to 50% of the time)

Standing (more than 1 hour at a time)

Walking (variable surfaces)

Lifting 26-40 pounds

Lifting 40+ pounds

Sitting

Pushing/Pulling 26-40 pounds

Pushing/Pulling 40+ pounds

Standing (up to 1 hour at a time)

Standing (more than 1 hour at a time)

Walking (even ground)

Walking (variable surfaces)

Lifting 1-10 pounds

Lifting 11-25 pounds

Pushing/Pulling 1-10 pounds

Pushing/Pulling 11-25 pounds

Pushing/Pulling 26-40 pounds

Pushing/Pulling 40+ pounds

Bending/Stooping

Kneeling

Reaching above shoulder

Occasionally (approximately 1-2 times per month)

Climbing stepstools

Climbing ladders

Lifting 26-40 pounds

Rarely (1-5 times per year)

Lifting 40+ pounds

Climbing stepstools

Climbing ladders

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of the organization.

All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, protected veteran status, or other protected class in accordance with applicable federal, state, and local laws. Any applicant requiring an accommodation should contact the Mid-Continent Public Library Human Resources Department at .

Applicants will be considered for employment opportunities on the merits of their skills and experience related to the position sought. Employment offers are conditional upon submitting a criminal records check, identity verification, and national sex offender registry check. Applicants will not be denied employment solely or in part because of a prior conviction, unless MCPL determines the conviction is job-related. If a background check yields information that is of concern to MCPL, the applicant will be given an opportunity to review the background check findings and present information regarding inaccuracy, mitigating circumstances, and rehabilitation.