Customer Service Associate I

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Part Time Professional Liberty, MO, US

2 days ago Requisition

See full scheduling details at the bottom of this posting.

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.

Schedule:
This position requires a minimum of 8 hours a week and on average is about 12-15 hours a week. It includes day shifts and some evening shifts. It includes 2 Saturdays and 1 Sunday on a 4 week rotation.

Position Overview

The Customer Service Associate I is the first point of contact for customers and is responsible for providing exceptional customer service the majority of their time in-person at the desk and over the phone.

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
• 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

Education and Experience

• High School Diploma/HiSet/GED Completion Required
• Customer Service experience Preferred

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 their own contribution to a welcoming and respectful workplace and library for all.
• Sufficient understanding of the MCPL value of intellectual freedom in order to uphold those values while performing their job duties.
• Strong ability to follow instructions and work as part of a team.
• Reliable, punctual, and flexible with scheduling.
• Good communication skills and the ability to stay calm under pressure.
• Ability to work in a fast-paced environment and adapt to changing needs.

Age Requirement

• Must be at least 18 years of age

MVR Requirement

• None
• (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)
• 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
• 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)
• Standing (up to 1 hour at a time)
• Standing (more than 1 hour at a time)
• Kneeling
• Reaching above shoulder

Occasionally (approximately 1-2 times per month)

• Climbing stepstools
• Climbing ladders

Rarely (1-5 times per year)

• 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.

This is a Bargaining Unit Position with CWA 6360

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…