Customer Service Representative II

3 months ago

Olathe, United States Olathe Full time

If you are a current City of Olathe employee, please click this link to apply through your Workday account.

Employment Type
Part Time (up to 19 hours)

Job Summary

Hiring Range - $ 18.25 to $19.90 hourly depending on qualifications

Are you looking for a part-time job and have a passion for libraries? Do you enjoy providing excellent customer service? We are currently hiring for someone to work part time (up to 19 hours a week). Join our team as a Library Customer Service Representative, where you'll be the frontline ambassador for our library community.

About the Role: In this role, you'll assist customers of all ages with various inquiries, help locate materials and provide guidance on library services. We're looking for friendly, customer-focused individuals who thrive in a fast-paced environment and are passionate about assisting others. If you have excellent communication skills, a positive attitude, and a desire to contribute to the library's mission, apply now to become an essential part of our team.

Library Specific Key Responsibilities:

Delivers outstanding service to library customers through both verbal and written communication across various service points; exhibits polite and supportive conduct while providing direction on library resources, services, and policies. Facilitates check-in, check-out, and renewal of library materials; maintains accurate records of library transactions and customer interactions. Offers material suggestions to customers tailored to their interests and preferences; delivers fundamental reference support by assisting customers in finding books, research materials, and online resources. Provides assistance to customers using library computers, printers, and digital resources, and offers basic troubleshooting as required. Delivers professional and empathetic customer support while managing inquiries, concerns, and complaints; evaluates needs and escalates complex issues when necessary.

This is a permanent, year-round, entry-level position perfect for someone who enjoys working in a beautiful environment and providing exceptional customer service to the public. Set weekly schedule, subject to change with notice. Weekends are required. Flexibility in scheduling is highly preferred.

For more details, review the full job details and requirements below.

The Customer Service Representative II provides front-line customer support for City services in response to customer requests in person, over the phone or online, working independently with limited direction. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner. The Customer Service Representative II is the second level in a three-level career progression of Customer Service Representative I, II, and III.

Key Responsibilities

  • Provides information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online); supports customers in the pursuit of information on topics of varying nature across citywide services continually expanding personal knowledge of city services; makes decisions for how to resolve most customer service needs with limited direction.
  • Utilizes multiple computer software applications to initiate and process service requests and reporting queries; maintains elevated working knowledge of systems to support other customer service staff members.
  • Provides training and support to other employees.


Qualifications

Experience: At least two years of administrative or customer relations experience is required. Experience in a specific specialized area of service such as library services or utility services may be preferred. Effective interpersonal and communication skills are required along with proficiency in Microsoft Office programs.

Education: A high school diploma or equivalent is required. Course work in business, public administration, or other related field is preferred.

Licenses & Certifications: None required.

Language: Proficiency in both written and verbal English is required with additional proficiency in Spanish and American Sign Language preferred.

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