Customer Service Specialist PT-KPL

General Summary

Under the general direction of a Library Branch Manager, this position manages library user accounts, and interacts with the public to perform circulation, basic reference, technology, and readers advisory services at the first point of service.

* Please Note:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Duties, responsibilities or qualifications may change at any time with or without notice.

Scheduling flexibility is imperative. Standard hours may include day and/or evening hours to include weekdays and weekends. The schedule may also vary depending on the needs of the library.

The current openings for this position are 15 hours per week, but we anticipate that we will have other open positions in the near future that have a flexible number of hours.

The Board and Staff of the Kenosha Public Library are committed to building a diverse workforce and a culture that values and demonstrates cultural competency. The successful candidate will:

• See the value of cultural, ethnic, gender, and other individual differences in people.
• Value different points of view and check their own views against the views of others.
• Support fair treatment and equal opportunity for all.
• Listen to and objectively consider the ideas/input of others.
• Respect the talents and contributions of all individuals.
• Strive to eliminate barriers to diversity.
• Ensure that new barriers to diversity are not built.

• Public Service:
  • Be knowledgeable and able to implement KPL policies and procedures.
  • Interacts with patrons with respect, courtesy, and confidence.
  • Provides direct and timely service to library patrons and inquiries in person, by phone, by mail, or by email; making full use of circulation tools, physical collections, electronic resources, library loan systems, and area resources.
  • Provides a consistently high level of customer service in a timely, sensitive, and confidential manner in all transactions.
  • Conducts reference and readers’ advisory interviews, fulfilling research requests as needed.
  • Promptly and appropriately handles patron concerns, escalating to management as necessary.
  • Participates in the preparation and staffing of the service desk for daily operation.
  • Assists patrons with account support, including processing money transactions.
  • Assists in scheduling of publicly‑reservable meeting rooms for patron use.
  • Uses the Integrated Library System (ILS) to circulate library materials accurately and efficiently.
  • Participates in the operating and troubleshooting of AV equipment, computers, printers, and other office equipment.
  • Understands and operates automated library technologies and equipment.
  • Aware of library programs and activities, and familiar with library collections to actively promote and upsell these resources to patrons.
  • Assists the public with troubleshooting and the general use of computers, tablets, and other standard tech equipment.
  • Able to work in any library or outreach location independently and with a flexible schedule.
  • Assists in maintaining the neatness and appearance of the public and staff areas.
• Collection Service:
  • Maintains, processes, withdraws, and mends library materials, periodicals, and serials.
  • Monitors reserves, including retrieval from delivery bins and retrieving the hold pick list.
  • Inspects, sorts, prepares, and shelves returned and/or utilized library materials.
  • Shelf‑reads collections for accuracy and tidiness.

• Fosters a collaborative relationship with community groups, businesses, organizations, educational institutions, and agencies in the City of Kenosha and Kenosha County, by providing information about the Library and its services.
• May temporarily serve as Person‑in‑Charge of a library location in the absence of a supervisor or librarian, including the opening and closing of facilities.
• May work independently without direct supervision.
• Attends and participates in staff meetings and/or committees, perform continuing education training, and keep informed of library news as required.
• Participates in, and contributes to, a…