Library Circulation Services Representative - Bilingual

County•Milwaukee, WI

9d•Onsite

About The Position

The Library Circulation Services Representative- Bilingual performs a variety of duties related to circulating physical library materials and providing patron services. The Library Circulation Services Representative-Bilingual provides translation and interpretation services in Spanish and English. The Milwaukee Public Library (MPL) is committed to providing the highest quality of service to internal and external customers. In meeting this commitment, employees are knowledgeable, competent, dependable, and courteous in performing their job responsibilities, and they work cooperatively as part of a team. The City of Milwaukee is proud to employ a diverse workforce dedicated to delivering exceptional service to its residents. If you are passionate about being part of an inclusive team of public servants, please consider the following opportunity. The Library Circulation Services Representative- Bilingual is currently looking to fill a full-time vacancy. The eligible list created from this position could be used to fill additional vacancies.

Requirements

Two years of experience performing customer service or paraprofessional functions closely related to the essential functions listed above.
Bilingual in Spanish and English, including the ability to provide both translation and interpretation.
Ability to read and understand work-related documents in English, such as policies and procedures, books, and periodicals.
Ability to follow instructions and library policies.
Ability to precisely sort information alphabetically and numerically.
Knowledge of cash and credit card handling practices.
Knowledge of basic mathematics to assist in performing monetary transactions and compiling reports.
Ability to analyze and troubleshoot circulation issues for patrons.
Data entry skills and basic proficiency with Microsoft Word and Excel, email, and the Internet.
Ability to maintain accurate records.
Ability to work effectively and respectfully with supervisors, coworkers, and library users of various cultural, educational and economic backgrounds, ages and literacy levels.
Written communication skills to effectively document information on patron accounts.
Verbal communication skills to effectively assist library patrons and positively represent the library.
Ability to work well both independently and as a contributing team member.
Ability to plan, organize, and prioritize workload to meet deadlines.
Ability to be prompt, reliable and maintain a good attendance record.
Ability to exercise discretion, use good judgment, and maintain patron confidentiality.
Ability to perform paraprofessional work accurately and rapidly.
Problem-solving skills to be able to evaluate and make decisions to resolve problems effectively.
Honesty, integrity, and the ability to safeguard library materials and equipment.
Verbal communication skills to effectively respond to questions and concerns received from the public, in Spanish and in English.
Written communication skills in both English and Spanish, including the ability to accurately record information and prepare correspondence.
Ability to translate and interpret both Spanish and English accurately and efficiently.
Ability to interview witnesses, in Spanish and in English, and accurately and concisely document interviews.
Ability to read, understand, and process work-related documents, such as correspondence, forms, and reports, in both English and Spanish.

Nice To Haves

Associate degree in a related field such as business, information technology, or liberal arts from an accredited college may be considered equivalent.

Responsibilities

Serve the public via in-person and telephone customer service in both English and Spanish.
Assist patrons with checking out library materials, processing fine payments and refunds; resolve related disputes.
Maintain circulation and reference interaction statistics.
De-escalate challenging patron interactions within scope and escalate up to supervisors, managers and security staff as appropriate.
Answer directional and general informational inquiries regarding library and community services and events.
Answer the telephone and transfer calls to appropriate staff members.
Assist the public with resources, including self-checkout, pick-up of holds, e-commerce, photocopiers, printers, PCs, and CountyCat.
Assist the public with library account registration, renewal and ongoing management of patron accounts.
Provide language interpretation and translation for patrons who speak Spanish.
Check in, verify, sort and shelve returned, room use, and newly received materials.
Troubleshoot Radio Frequency Identification (RFID) tag issues.
Route materials for evaluation by collection management staff.
Ensure shelves are in proper order, shift and straighten collections.
Process materials to and from delivery.
Search for and retrieve materials to fill hold requests as assigned by collection management staff.
Assist with a variety of administrative tasks, such as opening and closing procedures, processing supplies, sorting mail and handling cash.
Assist in the training of other personnel.