Information & Reference Services Associate

KANSAS CITY PUBLIC LIBRARY•Kansas City, MO

5d•Onsite

About The Position

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.

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.
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.

Nice To Haves

Proficient in any non-English languages utilized in Jackson County, MO, including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.

Responsibilities

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.
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.