Full-Time Customer Service Associate I - South Independence

Mid-Continent Public Library; Independence (MO); On-site; USD 30,000 - 42,000; Full time

Job summary

Mid-Continent Public Library is seeking a Customer Service Associate I to be the first point of contact for customers in South Independence, MO. The role focuses on delivering exceptional in-person and phone assistance, guiding users in accessing library resources, and recommending materials tailored to interests.

Responsibilities include assisting with library card accounts, handling payments, and supporting curbside delivery.

Qualifications

• High School Diploma/HiSet/GED completion required.
• Customer service experience preferred.

Responsibilities

• Provides customer service in person and over the phone.
• Guides customers in use of library resources and digital services.
• Recommends materials based on interests and availability.
• Assists with library card accounts and payments.
• Delivers materials via curbside delivery.
• Maintains the library collection and shelves materials correctly.
• Supports daily operations and customer inquiries.

Skills

Verbal communication

Written communication

Teamwork

Customer service mindset

Problem solving

Adaptability

Attention to detail

Education

High School Diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

South Independence Full Time Professional Independence, MO, US

2 days ago Requisition ID: 1083

At Mid-Continent Public Library, we:

Imagine. We inspire innovation through curiosity and exploration.

Try new things. We empower what works and learn from the rest.

Lead the way. We connect people to information, ideas, and inspiration.

Welcome all. We embrace new perspectives and listen with humility.

Everything we do, we do together.

Schedule: Monday 12-9, Tuesday through Thursday 8-5, Friday 8-5 or 9-6, 1 weekend (Saturday and Sunday) on 4 week rotation.

Position Overview

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


• 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 the 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


• (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

Page Break

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)


• 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


• 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)


• Standing (up to 1 hour at a time)Standing (more than 1 hour at a time)


• Kneeling


• Reaching above shoulder

Occasionally (approximately 1-2 times per month)

• Climbing stepstools


• Climbing ladders

Rarely (1-5 times per year)

• 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.

This is a Bargaining Unit Position with CWA 6360

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.