Customer Service Associate II - East Independence

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Half Time - Professional Independence, MO, US

3 days ago Requisition

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. The role also supports a variety of day‑to‑day library needs, including book club support, supplies, merchandising, etc.

• Provide customer service in person and over the phone.
• Act as a guide for customers in the use of the library and its resources.
• Demonstrate use of technology and digital services to customers.
• Recommend materials based on customers’ interests, needs, and availability.
• Assist customers with library card accounts, including receiving and recording of payment.
• Deliver materials outdoors to customers who request curbside delivery.
• Process, shelve, straightening, and organizing library materials to ensure adequate space and a neat appearance.
• Ensure the library and its grounds are clean and orderly; perform basic custodial duties (e.g., shoveling snow).
• Manage behind‑the‑scenes processes: reports, ordering supplies, coordinating inventory, assisting in organizing magazines and other materials.
• Act as a liaison to library headquarters departments.

• Position could be designed as shift lead.
• May serve as a facilitator and point of contact for book groups.

• High School Diploma/High School Equivalency (HS‑SET) or GED Completion – Required.
• Customer Service experience – Preferred.

• Effective verbal, written, and discreet communication with management, coworkers, and the public.
• Ability to work effectively in a team environment.
• Knowledge of library department processes and procedures; critical thinking skills for decision making.
• Proficiency in providing friendly, solution‑oriented customer service to internal and external customers.
• Understanding of the library’s commitment to intellectual freedom and the ability to uphold those values.
• Strong ability to follow instructions and work as part of a team.
• Reliability, punctuality, and flexibility with scheduling.
• Good communication skills and the ability to remain calm under pressure.
• Adaptability to a fast‑paced environment and changing needs.

• Must be at least 18 years of age.

• None.

• Indoor and outdoor work requiring tolerance for weather conditions, dust, mold, scents, allergens, and communicable diseases.

• Standing (up to 1 hour at a time) and walking on even and variable surfaces.
• Kneeling, bending, stooping, and reaching above shoulder.
• Using computer data‑entry tools (keyboard, mouse, touchscreen, scanner).
• Handling lifting tasks up to 10 lbs (occasionally 26–40 lbs).
• Using pushing/pulling items up to 10 lbs (occasionally 26–40 lbs).

1 night shift a week and 1–2 Saturdays a month; 20 hours per week, 1,040 hours per year.

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.

All 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 the conviction is job‑related. If a background check yields information that is of concern, the applicant will be given an opportunity to review the findings and present mitigating information.