Part-Time Customer Service Associate I – South Independence

Customer Service Associate I

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
• 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

Education and Experience

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

Knowledge, Skills, and Abilities

• 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

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

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

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