Customer Service Specialist Pt

2 weeks ago

Kenosha, United States City of Kenosha Full time

**General Overview of Position**:
**General Summary**
- Under the general direction of a Library Branch Manager and/or Department Head, 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.
- 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.- 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 Abili

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