Part-Time Customer Service Associate I - Withers

Job Title: Customer Service Associate I

Branch or Department: Customer Experience

Salary/Wage: $16.70

Reports to: Branch Manager

FLSA Status: Overtime Non-Exempt

Supervises: N/A

Benefits Classification: Part-Time

Work Location: Branch

Job Grade: 1

Hours per Week: 15 on Average

Work Schedule: 'Minimum of two Saturdays and one Sunday on a four-week rotation

Anticipated Closing Date: 8/13/2025

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.
Culture Statement

Mid-Continent Public Library’s mission and internal values are reflected everyday through our people. We strive to provide customers with the best possible library experience through our commitment to

exceptional customer service. We uphold the values of intellectual freedom: we ensure the free flow of information and ideas. We are fair: we know that every customer and co-worker may not need an identical solution to meet their needs but rather all customers and co-workers have access to all resources that meet their individual needs. We have integrity: we work to meet our Library’s mission with honesty and trust. It is both what we do and how we do it. We are diverse, equitable and inclusive: MCPL believes that a diverse, equitable and inclusive organization creates a more dynamic workplace and puts us in a place to better serve the community.
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
  
• Uses creative techniques in displays to reach browsers who do not approach staff
  
• 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
  

Required 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 how DEI principles impact the workplace and library services
  

Age Requirement

• Must be at least 18 years of age
  

MVR Requirement

• None
  

Work Environment

• (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
  

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)
  

• Walking (even ground)
  

• Lifting 1-10 pounds
  

• Lifting 11-25 pounds
  

• Pushing/Pulling 1-10 pounds
  

• Pushing/Pulling 11-25 pounds
  

• Bending/Stooping
  

• 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
  

• Sitting
  

• 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)
  

• Walking (variable surfaces)
  

• Lifting 26-40 pounds
  

• Lifting 40+ pounds
  

• Sitting
  

• Pushing/Pulling 26-40 pounds
  

• Pushing/Pulling 40+ pounds
  

• Standing (up to 1 hour at a time)
  

• Standing (more than 1 hour at a time)
  

• Walking (even ground)
  

• Walking (variable surfaces)
  

• Lifting 1-10 pounds
  

• Lifting 11-25 pounds
  

• Pushing/Pulling 1-10 pounds
  

• Pushing/Pulling 11-25 pounds
  

• Pushing/Pulling 26-40 pounds
  

• Pushing/Pulling 40+ pounds
  

• Bending/Stooping
  

• Kneeling
  

• Reaching above shoulder
  

Occasionally (approximately 1-2 times per month)

• Climbing stepstools
  

• Climbing ladders
  

• Lifting 26-40 pounds
  

Rarely (1-5 times per year)

• Lifting 40+ pounds
  

• 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.
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.