Monroe County Public Library
  • - Community Engagement/Learning Srvs
  • Bloomington, IN, USA
  • 12.43
  • Hourly
  • Part Time
  • Voluntary (shared cost) Clinic and Dental. Voluntary employee-paid Vision and life insurance, competitive paid time off plan, and other employee-paid voluntary benefits.

Customer Service Unit

Information Assistant

Part Time, 20 Hours/wk. – Two Positions Available
Preference given to applications received by December 9, 2019
  • Applicants must be available for weekday, weekend, and evening shifts.
  • May be assigned to shifts at the main library in Bloomington and at the Ellettsville Branch.

Expertise

I provide excellent and consistent assistance to customers and employees.  I am the public face of the Library and am responsible for ensuring that customers receive the best public service as I help them navigate and utilize the Library's physical and digital content, services, and spaces.  I maintain positive relationships with Library professionals who direct and guide my daily work and with customers and the community.

Essential Functions and Responsibilities  

In my daily work, I may:

  • Work at different Library service points and locations
  • Be a concierge who greets and assists visitors
  • Help customers locate, check out, and place holds on materials
  • Create and update customer accounts and resolve issues with accounts
  • Help customers find answers to questions' in person, on the phone, or online
  • Provide clerical assistance in projects and daily routines
  • Assist in maintaining displays and publicity materials
  • Register patrons for programs
  • Participate in team and group work developing new services, procedures or policies
  • Provide clerical assistance for projects and daily routines, including data entry and creating reports 

In fulfilling my daily responsibilities, I strive to embody the Library's values of inclusiveness, accessibility, respect, lifelong learning, integrity, service, and freedom of expression.

Teams

I may represent the Unit on the Customer Service Team.

I am a regular contributor to Library-wide communications and discussions and a voice representing the needs and interests of customers and employees with whom I work.

Direction and Development

I assist the Customer Service Manager, Audience Specialists, and others as directed.  Along with my daily tasks, I may be asked to develop needed expertise in specific audience or service areas and I pursue training and education to meet that goal as well as any other needs as directed by my manager.  I may be asked to assist in the training of other employees or to share my expertise with others.

I am responsible for communicating ideas, issues, and potential solutions to the Customer Service Manager.

Each Essential Job Function, as described above, meets one or more of following criteria: 

  1. Core purpose of position; removing function would fundamentally change this position.
  2. Expertise (knowledge, experience, education, credentials, etc.) required to perform this duty.
  3. Limited number of employees available to perform function.

Knowledge, Skills and Abilities

  • Excellent interpersonal skills for interacting with customers, employees and outside contacts; ability to be consistently pleasant, positive, and responsive to a diverse public and staff.
  • Excellent customer service skills, demonstrates consistent application of best practices.
  • Strong listening and communication skills.
  • Ability to work individually and as part of a team.
  • Demonstrates critical thinking and problem solving skills.
  • Good organizational and time management skills.
  • Ability to assist in the mentoring and training of co-workers, resulting in increased employee skills and empowerment.
  • Ability to participate and assist in the implementation of process improvement and evaluation initiatives, supporting the enhancement of the employee/customer experience.
  • Good knowledge of library policies and procedures.
  • Working knowledge of public library and business computer applications with the ability to learn and adapt to new software and equipment technologies.
  • Fluency in second language considered helpful.

Required Education/Experience and License/Certifications:

  • High school diploma or equivalent required.
  • Retail or similar customer service experience required.
  • Other work/life experience demonstrating excellent communication skills and customer service commitment preferred.
  • Previous Library experience helpful.
  • May require verification of valid driver's license and proof of insurability should assignment(s) include regular travel

Working Conditions and Requirements

  • Frequently standing, walking, moving about on foot to accomplish tasks, and moving from one work site to another.
  • Regularly sitting and performing various repetitive actions and extensive use of keyboards, mice, monitors, and varied digital devices, requires using hands to finger, handling or feeling and repetitive motions.
  • Work has standard vision requirements; frequent speaking, vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels.
  • Occasional to frequent travel, entering and exiting vehicles, driving, moving, and carrying materials to and from various locations.
  • Occasional moderate lifting (25 lbs.) and infrequent heavy lifting (up to 50 lbs.).  Assistance with excessive loads is required.
  • Normal library working conditions; moderate exposure to office/maintenance chemicals (cleaning solutions, glue, paint, etc.).
  • Occasional exposure to fluctuations in interior conditions such as noise and temperatures.
  • May encounter exposure to outside elements, heat, cold, rain, snow, ice, etc. when traveling on library business.
  • Infrequent climbing or balancing, stooping, kneeling, crouching or crawling, reaching with hands and arms.

Supervision Received

Receives occasional direct supervision. Work is assigned and performed with some functional guidance following established procedures.  Works independently and has some latitude in setting work flow and performance routines. Unusual questions and situations are referred to the supervisor or manager, frequently with additional information and/or suggestions.

Supervision Exercise

None. 

Department:                   

Customer Service

Reports To:

Customer Service Manager

Benefit/FLSA Status:

Regular, Non-Exempt

Classification:

Pay Grade 3

Hours/Week

20 Hrs./Wk.

Compensation:

Hourly Rate: $12.43

Certification(s)

None

 
Preference given to applications received by December 9, 2019
May be assigned to shifts at the main library in Bloomington and at the Ellettsville Branch.

MCPL work schedules adjust in response to changing operational needs.

  • Applicants must be available for weekday, weekend, and evening shifts.
  • This position may be assigned to multiple service points, including travel to Library branches and community locations
  • MCPL remains open during local academic breaks and we are unable to accommodate extended absences, including those associated with semester breaks.

This job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, assignments, or working conditions associated with this job.

Reasonable accommodations may be made to enable individuals with identified and communicated ADA disabilities to perform the essential functions of this job. 

MCPL is an equal opportunity employer and values diversity in its employees, patrons and community. We encourage applications from members of underrepresented minority groups.

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