Full-Time Customer Service Associate II-Grandview Branch

Full-Time Customer Service Associate II-Grandview BranchThis position will be posted until filled Position Overview:Individuals who are successful in this position are warm and friendly. They enjoy building relationships with people and thrive in an ever-changing environment. They are passionate about providing exceptional customer service to all customers. They are team players and have their co-workers and organization’s back. Learning about the organization and its products is exciting and knowing that change will continue is part of the reason they want to work here. Working for the library gives them a sense of real community contribution. They inspire the best in the people around them. Reports to: Branch Management Salary/Wage: Full-Time, $15.08, benefits eligible Schedule: One weekend (Saturday and Sunday) a month andone evening shift (12-9) a week. MCPL Team Member Expectations:

• Models excellent, proactive customer service attitude and delivery and enthusiastically assists customers and other MCPL team members in a tactful and effective manner
• Supports, promotes, implements, and makes decisions based on established Library policies, guidelines, and programs
• Contributes positively to the efforts of the Library
• Establishes and maintains supportive working relationships with coworkers and customers
• Actively participates in making the Library a welcoming and inclusive workplace
• Supports the Library’s value of intellectual freedom as exhibited in the Library Bill of Rights and the Freedom to Read statement
• Exhibits self-motivation in managing changing priorities
• Negotiates for win-win solution
• Exhibits characteristics of a life-long learner and a willingness to investigate new ideas
• Displays dependability and punctuality by reporting to work on time, as scheduled, and prepared to work at the start of each shift

Essential Job Functions:

• Able to learn and embrace new technology
• 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 payments
• 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
• Ensures that library and its grounds are clean and orderly
• Attends trainings off-site where transportation to another location in the service area will be expected
• Uses creative techniques in displays
• Opens and closes branch library
• Manages reports, order supplies, coordinates inventory, assists in organization of magazines and other processes
• Acts as a liaison to Library’s Headquarter departments
• Manages behind the scenes responsibilities as assigned
• Provides opportunities for readers to meet and share with each other
• Must be at least 18 years of age

Non-Essential Job Functions:

• Attends meetings, conferences, and workshops
• Performs basic custodial duties, as needed
• Assists with branch special programs or events

Required Skills:

• Uses effective verbal, written, and discreet communication
• Bilingualism in Spanish preferred but not required
• Performs duties requiring the exercise of professional skill, initiative, and independent judgment
• Successfully handles matters of conflict
• Demonstrates proficiency in Microsoft Office 365 and other software
• Exhibits knowledge of the Dewey Decimal System

Experience and Training:

• High School Diploma, HiSet, or GED Required
• Customer service experience and demonstrated aptitude for learning technology required.

Essential Physical Abilities to be accomplished with or without reasonable accommodation are:

• Clarity of speech and hearing which permits the employee to communicate effectively with customers, supervisors, and other employees.
• Vision which permits the employee to produce and review a wide variety of library materials, written correspondence, reports, and related materials in both electronic and hard copy form.
• Manual dexterity which permits the employee to operate a keyboard and any other assigned equipment to process library materials.
• Personal mobility which permits the employee to monitor, supervise, and perform assigned indoor and outdoor library operations, and to attend Library district, community, and public meetings at various locations. This includes navigating outdoor sidewalks, curbs, parking lots, and landscaping safely while delivering books to customers who request curbside delivery.
• Lift up to 40 pounds, push and pull carts weighing up to 200 pounds, bend, stoop and reach shelving from floor level to 6 feet high, and stand or walk for at least 1 hour at a time.
• Reasonable tolerance for weather, dust, mold, scents, allergens, and communicable diseases which permits the employee to handle library materials, work in older buildings, and interact with coworkers and the public.
• Ability to perform job requirements while adhering to MCPL’s safety protocols. This includes wearing a mask and other protective equipment as directed during pandemic or other emergency operations.

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 816.836.5200.