Customer Service Specialist PT-KPL

Library Staff Position

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

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 current openings for this position are 15 hours per week, but we anticipate that we will have other open positions in the near future that have a flexible number of hours.

The Board and Staff of the Kenosha Public Library are committed to building a diverse workforce and a culture that values and demonstrates cultural

• 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.

Principal Duties and Responsibilities

• Public Service:
• Be knowledgeable and able to implement KPL policies and procedures.
• Interacts with patrons with respect, courtesy, and confidence.
• Provides direct and timely service to library patrons and inquiries in person, by phone, by mail, or by email; making full use of circulation tools, physical collections, electronic resources, library loan systems, and area resources.
• Provides a consistently high level of customer service in a timely, sensitive, and confidential manner in all transactions.
• Conducts reference and readers' advisory interviews, fulfilling research requests as needed.
• Promptly and appropriately handles patron concerns, escalating to management as necessary.
• Participates in the preparation and staffing of the service desk for daily operation.
• Assists patrons with account support, including processing money transactions.
• Assists in scheduling of publicly-reservable meeting rooms for patron use.
• Uses the Integrated Library System (ILS) to circulate library materials accurately and efficiently.
• Participates in the operating and troubleshooting of AV equipment, computers, printers, and other office equipment.
• Understands and operates automated library technologies and equipment.
• Aware of library programs and activities, and familiar with library collections to actively promote and upsell these resources to patrons.
• Assists the public with troubleshooting and the general use of computers, tablets, and other standard tech equipment.
• Able to work in any library or outreach location independently and with a flexible schedule.
• Assists in maintaining the neatness and appearance of the public and staff areas.
• Collection Service:
• Maintains, processes, withdraws, and mends library materials, periodicals, and serials.
• Monitors reserves, including retrieval from delivery bins and retrieving the hold pick list.
• Inspects, sorts, prepares, and shelves returned and/or utilized library materials.
• Shelf-reads collections for accuracy and tidiness.

General Job Functions

• Fosters 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.
• 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 without direct supervision.
• Attends and participates in staff meetings and/or committees, perform continuing education training, and keep informed of library news as required.
• Participates in, and contributes to, a workplace culture based on teamwork and collaboration, recognizing and achieving shared goals both within and among library departments.
• 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
• Conducts one-on-one appointments with patrons for technology and research assistance.
• Performs other duties as assigned.

Reporting Relationship

Reports to a Library Branch Manager

FLSA Status

Non-Exempt

Eligible to Telework

No

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.
• Ability to identify reliable electronic resources and familiar with the use of AI in internet searches.
• 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.
• Ability to adapt to change.

Knowledge, Skills, and Abilities Preferred

• Spanish language skills are preferred.
• Valid driver's license and personal vehicle to use on the job preferred.

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.