Full-Time Customer Service Associate I - East Lee's Summit
Mid-Continent Public Library, Lees Summit, MO, United States
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 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 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
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.
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 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 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
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.