Address
Form of workJob Title: Customer Service Associate II
Branch or Department: Customer Experience
Salary/Wage: $17.55
Reports to: Branch Manager
FLSA Status: Overtime Non-Exempt
Supervises: N/A
Benefits Classification: Part-Time
Work Location: Branch
Job Grade: 2
Hours per Week: 15
Work Schedule: Monday 8-1; Wednesday 4-9; Friday 1-6
Hour per year: 950 Max
Culture Statement
Mid-Continent Public Library’s mission and internal values are reflected everyday through our people. We strive to provide customers with the best possible library experience through our commitment to exceptionalCustomer Service. We uphold the values of intellectual freedom: we ensure the free flow of information and ideas. We are fair: we know that every customer and co-worker may not need an identical solution to meet their needs but rather all customers and co-workers have access to all resources that meet their individual needs. We have integrity: we work to meet our Library’s mission with honesty and trust. It is both what we do and how we do it. We are diverse, equitable and inclusive: MCPL believes that a diverse, equitable and inclusive organization creates a more dynamic workplace and puts us in a place to better serve the community.
Position Overview
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. They also provide support for a variety of day-to-day library needs, such as book club support, supplies, merchandising, etc.
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
- Building Upkeep
- Ensures the library and its grounds are clean and orderly
- Basic custodial duties as needed, including shoveling snow
- Manages behind the scenes processes as assigned
- Manages reports, order supplies, coordinates inventory, assists in organization of magazines and other processes
- Acts as a liaison to Library’s Headquarter departments
Non-Essential Functions
- This position could be designed as shift lead
- May serve as a facilitator and point of contact for book groups
Education and Experience
- High School Diploma/HiSet/GED Completion Required
- Customer Service experience Preferred
Required Knowledge, Skills, and Abilities
All successful team members at MCPL should demonstrate
- 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 how DEI principles impact the workplace and library services
Age Requirement
- Must be at least 18 years of age
MVR Requirement
- None
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
- Receiving Communication and Instructions (vision, reading, hearing)
- Conveying Communication and Instructions (Speaking, writing)
- Using computer data entry tools - keyboard, mouse, touchscreen, scanner
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
- Standing (up to 1 hour at a time)
- Standing (more than 1 hour at a time)
- Walking (even ground)
- Walking (variable surfaces)
- Lifting 1-10 pounds
- Lifting 11-25 pounds
- Pushing/Pulling 1-10 pounds
- Pushing/Pulling 11-25 pounds
- Pushing/Pulling 26-40 pounds
- Pushing/Pulling 40+ pounds
- Bending/Stooping
- Kneeling
- Reaching above shoulder
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
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.
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 MCPL determines the conviction is job-related. If a background check yields information that is of concern to MCPL, the applicant will be given an opportunity to review the background check findings and present information regarding inaccuracy, mitigating circumstances, and rehabilitation. 
