Library Customer Service Representative Ii

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Employment Type
Part Time (up to 19 hours)
Job Summary
Hiring range: $18.25 to $19.90 hourly, depending on qualifications
Are you passionate about books, knowledge, and reading? Do you thrive on providing exceptional Customer Service and creating positive interactions with Library Customers? Join our team as a Library Customer Service Representative II (CSR II) and be a key contributor to delivering an outstanding library experience to our Olathe community.
Library CSR II Key Responsibilities:
1. Customer Interaction/Assistance: Acknowledge and assist Library Customers through multiple communication channels, including in-person, phone, chat, and email, at various service points, such as the Welcome, Information, Technology, Olathe Room, Children's, and Teen desks. Demonstrate courteous and helpful behavior while offering guidance on library resources, services, and policies.
2. Circulation Services: Facilitate check-in, check-out, and renewal of library materials such as books, DVDs, and digital media. Maintain accurate records of library transactions and customer interactions.
3. Reader's Advisory/Reference Support: Propose recommendations to customers based on their interests and preferences in addition to basic reference assistance such as helping customers locate books, research materials, and online resources.
4. Technology Assistance: Assist customers with using library computers, printers, and digital resources, providing basic troubleshooting when needed.
5. Problem Resolution/Solving: Provide professional and empathetic customer support by handling inquiries, concerns, and complaints, assessing needs, and escalating complex issues when required.
6. Library Expertise: Develop in-depth knowledge of our library's resources and services to assist customers with questions, troubleshooting, and resource information.
7. Policy Adherence: Affirm that all customer interactions align with library policies and procedures, maintaining a high standard of service quality.
For more details, review the full job details and requirements below.
Through leadership, collaboration, analytics, and innovation the Customer Service Representative II is at the forefront of the City's mission to set the standard of excellence in public service.
Key Responsibilities

• Provide customers who patronize the City of Olathe facilities and services with industry leading service and support.
• Show leadership capabilities when it comes to creating, implementing, and facilitating policies and systems for the City of Olathe Customer Service teams.
• Work closely with peers and management to analyze data and identify areas in which the team and organization can grow.
• Actively seek out opportunities to increase knowledge of systems and share findings with team.
• Exercise and possess strong decision-making skills with limited input from management.

Qualifications
Experience: Must be proficient in MS Office Suite of products and have at least two years of increasingly responsible administrative, customer relations, or leadership experience. Effective interpersonal skills and communication skills including verbal and written skills are also required along with the ability to analyze data through system reporting and manual data gathering. This position requires the proven ability to work effectively independently and in a team-based environment.
Education: A high school diploma or equivalent is required with additional college level coursework in accounting, business or computer systems management, or a related field preferred. Experience and training can substitute for coursework.
Licenses & Certifications: None