Customer Service Specialist PT

General Overview of Position

General Summary

Under the general direction of a Library Branch Manager and/or Department Head, this positionmanages library user accounts, and interacts with the public to perform circulation, basic reference, technology, and readers advisory services at the first point of service.

• Please Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or

qualifications associated with the job. Duties, responsibilities or qualifications may change at any time

with or without notice.

Scheduling flexibility is imperative. Standard hours may include day and/or evening hours to include weekdays and weekends. The schedule may also vary depending on the needs of the library.

The Board and Staff of the Kenosha Public Library are committed to building a diverse workforce and a culture that values and demonstrates culturalcompetency. The successful candidate will:

• See the value of cultural, ethnic, gender, and other individual differences in people.

• Value different points of view and check their own views against the views of others.

• Support fair treatment and equal opportunity for all.

• Listen to and objectively consider the ideas/input of others.

• Respect the talents and contributions of all individuals.

• Strive to eliminate barriers to diversity.

• Ensure that new barriers to diversity are not built.

Example of Duties & Responsibilities

Principal Duties and Responsibilities

Essential Job Functions

• Provides direct service to library patrons in person, by phone, by mail, or electronically; making full use of circulation tools, reference collections, periodicals, electronic resources, system and area resources, including interlibrary loans.

• Respond to patron inquiries about library services or about locating materials and information in person, by telephone, or electronically.

• Provide service in a timely, sensitive and confidential manner, consistent with a high level of customer service. Assure high patron satisfaction in all transactions.

• Assure the prompt, appropriate handling of patron concerns.

• Participate in preparing and staffing the service desk for daily operation.

• Participate in operating and troubleshooting AV, computer, and other office equipment.

• Assist patrons with account issues, including processing money transactions

• Participate in scheduling the use of publicly-reservable meeting rooms.

• Use the Integrated Library System (ILS) to circulate physical materials accurately and efficiently.

• Be aware of library programs and activities, and be familiar with library collections.

• Assist the public with library-provided computers and equipment.

• Understand and operate automated library technologies.

• Be flexible in scheduling and deployment, able to work in any library location and outreach location.

• Process, withdraw, or mend library materials.

• Maintain periodicals and serials - receive, process, and withdraw.

• Assist in maintaining the neatness and appearance of the public and staff areas.

• Monitor reserves including retrieval from delivery bins, shelving, and retrieving the hold pick list.

• Understand and operate automated library technologies.

• Inspect, sort, and prepare returned library materials for shelving.

• Shelve library materials and shelf read collections.

• Search for library materials on regularly generated search lists.

• Provides assistance to users on the latest technology, electronic library services and personal devices

• Conducts one-on-one appointments with patrons for technology and research assistance.

• Conducts reference interviews and readers advisory and fulfills research requests as needed

• Assists with programs, classes, displays and other merchandising as directed by their supervisor, a Branch Manager or Department Head

• Writes website blogs, creates book lists and posts to social media as directed by their supervisor, a Branch Manager or Department Head

General Job Functions

• Foster a collaborative relationship with community groups, businesses, organizations, educational institutions, and agencies in the City of Kenosha and Kenosha County, by providing information about the Library and its services.

• Interact with patrons in person or by phone with respect, courtesy, and confidence.

• May temporarily serve as Person in Charge of a library location in the absence of a supervisor or librarian including the opening and closing of facilities.

• May work independently in the field without direct supervision.

• Be knowledgeable and able to implement KPL policies and procedures.

• Attend staff meetings, perform continuing education training, and keep informed of library news as required.

• Participate in, and contribute to, a workplace culture based on teamwork and collaboration, recognizing and achieving shared goals both within and among library departments.

• Perform other duties as assigned.

Reporting Relationship

Reports to a Department Head or Library Branch Manager

FLSA Status

Non-Exempt

Eligible to Telework

No

Requirements

Knowledge, Skills, and Abilities Required

• Six months to one year of experience in a customer service or retail environment.

• High school diploma or equivalent.

• Foundational knowledge and demonstrated proficiency with current digital devices and software programs.

• Foundational knowledge and demonstrated proficiency with social media and internet searching.

• Ability to work independently.

• Ability to learn and follow library policies, procedures, and services.

• Ability to follow detailed directions and distinguish details.

• Ability to maintain a regular and flexible work schedule.

• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules or composition, and grammar.

• Good interpersonal skills and ability to maintain and foster cooperative and courteous working relationships with the public, peers, and supervisors.

• Ability to creatively and effectively make independent decisions based upon experience, knowledge, or training without supervision.

• Valid driver's license and personal vehicle to use on the job.

• Ability to adapt to change.

Knowledge, Skills, and Abilities Preferred

• Spanish language skills are preferred.

• Bachelor's degree preferred.

Essential Library Core Competencies

• Technology

• Performs basic functions of e-mail applications; Performs basic calendar operations and task management; Understands, uses and helps others use basic computer hardware and peripherals, mobile devices, and the Internet; Demonstrates information literacy; Understands common security protocols related to Internet use; Understands and performs basic functions and tasks of common software programs; Performs basic word processing operations and basic printing operations from common applications; Maintains awareness of commonly used technologies and applies technology effectively for ongoing learning and collaboration.

• Personal/Interpersonal Competencies

• Develops and maintains effective relationships with others to achieve common goals; Applies effective strategies to manage organizational politics, conflict and difficult coworker behaviors; Applies customer service skills to enhance the level of user satisfaction; Applies effective techniques to address difficult situations with users; Understands and acts in accordance with the basic values and ethics of library service; Aligns efforts with the vision and direction of the organization; Demonstrates leadership qualities and behavior; Anticipates and adapts to change and challenges effectively.

• Inclusivity- Sees the value of cultural, ethnic, gender, and other individual differences in people; Values different points of view and checks views against the views of others; Supports fair treatment and equal opportunity for all; Listens to and objectively considers the ideas/input of others and respects the talents and contributions of all individuals; Strives to eliminate barriers to diversity; ensures that new barriers to diversity are not built.

• Accountability

• Accepts personal responsibility for and meets established standards for the quality, quantity, resource management, and timeliness of work. Maintains a positive attitude, regular attendance, punctuality, and demonstrates integrity and honesty. Acknowledges and corrects mistakes.

• Civility

• Demonstrates respect for others, open-mindedness, generosity of spirit, and a concern for the common good.

• Communication- Communicates in a clear and concise way both verbally and in writing. Demonstrates the ability to convey ideas, thoughts, issues, and information.

• Learning and Innovation

• Manages the development of one's own learning and ongoing improvement of skills and knowledge that contribute to increased effectiveness, proficiency, and service; demonstrates critical thinking and problem-solving abilities.

• Teamwork

• Values and cooperates with all team members. Promotes a friendly climate, good morale and cooperative team relationships.

Physical & Working Conditions

• Far vision at 20 feet or further; near vision at 20 inches or less.

• Talking and hearing.

• Sitting, standing, walking, climbing (including stairs) and stooping, bending, twisting and reaching (up, across, and down). Must be able to sit and stand for long periods of time.

• Keyboarding, writing, filing, sorting, shelving, processing, and picking up and shelving books.

• Lifting and carrying: 50 pounds or less.

• Pushing and pulling: objects weighing up to 60-80lbs pounds on wheels.

• Able to travel to meetings outside the library, including overnight travel.

• Able to work in enclosed space and remote locations for extended periods of time.

• Able to work at all library branches and other service locations, as needed.

• Able to work in environmental conditions which may include exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness and humidity, and temperature changes.

• Able to use the following: audiovisual equipment, building security systems, calculator, computer workstation, copy machine, scan station, telephone, and other readily available technology.