Information & Reference Services Associate

Description:

Under general supervision of the Information & Reference Services Supervisor, provides reference, information, community referral, readers advisory, electronic assistance, and other information to customers in person, by telephone, and online.

This is a full-time, non-exempt position with an hourly rate of $20.05, plus benefits.

Schedule

Monday, Tuesday, & Wednesday: 10:30 am - 7 pm

Saturday & Sunday: 8:30 am - 5 pm.

Location

Central Library: 14 W 10th Street, KCMO, 64105.

Job Duties (Essential Functions)

Patron Reference

• Provides high quality information and readers’ advisory service in person, by telephone, and online.
• Instructs and facilitates use of library resources.
• Models solution-focused customer service in line with Customer Service Expectations.
• Assists colleagues from any location or department with complex questions.
• Develops and maintains technology skills required to provide service.
• Works with the Customer Services Team to plan and implement programming and services for patrons at the Central Library.
• Regularly works shifts at both the Reference desk and the OneNorth Computer Lab.
• Represents the Library professionally.
• If residency requirements are met, act as a Voter Registrar.

Service Point Management

• Acts as a positive, proactive presence in the building.
• Troubleshoots issues and submits work orders as needed for equipment.
• Assists with collection maintenance by shelving and organizing collection, and creates displays.
• Keeps service points and work spaces tidy, stocked, and attractive.
• Adheres to departmental guidelines and goals.
• Other duties as assigned.

Requirements:

• Ability to deal in an effective and courteous manner with members of the public on a daily basis, and enjoys working with and possess the skills to interact with both children and adults in a professional manner.
• Demonstrated experience and ability to assist customers navigate complex information and problem solve.
• Strong commitment to positive and polite customer service.
• Ability to multi-task and prioritize customer requests.
• Demonstrated ability to learn to use, access, search, and evaluate digital sources.
• Excellent verbal and written communication skills.
• Knowledge of general library operations, services, and collections; knowledge of resources specific to Kansas City Public Library preferred.
• Intermediate computer skills.
• Ability to exhibit patience, cultural sensitivity, and establish boundaries and mutual respect with patrons.
• Additional consideration will be given to individuals that are proficient in any non-English languages utilized in Jackson County, MO, including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.

Required Education and Experience

• Minimum of three years of customer service experience; reference experience preferred.
• B.A. degree preferred.
• Experience working in a library or related institution preferred.
• A combination of relevant education and experience that clearly demonstrates the knowledge, skills, and abilities required for the position will be considered in lieu of a formal degree.

Work Environment

Work is performed at the Central Library. Work may be performed in an office environment. Primarily, work will be performed in a public space amongst staff and patrons from a diverse socio-economic community.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The employee must be able to perform the essential functions and job requirements of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

How to Apply

Please apply for this position through our web application system. We only accept applications for specific currently open positions made through our online system. Access the online application from the job listing on the Job Opportunities page. The application system allows you to attach a document (such as a cover letter or a resume) to your application (10MB limit per document). When you submit your application, an acknowledgement will be sent to the email address you provided. You are welcome to apply for as many positions as you wish. However, to minimize problems, close and restart your browser between each application.

All online Application for Employment forms must be completely filled out. For technical assistance, call 816.701.3712.

Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.