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Customer Service Specialist PT-KPL

City of Kenosha, WI

Kenosha, WI

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JOB DETAILS
SALARY
SKILLS
Artificial Intelligence (AI), Audiovisual, Blog, Calculators, Community Relations, Compensation and Benefits, Computer Workstations, Content Structure, Copying Machines, Credit and Collections, Customer Support/Service, Diversity, Driver's License, English Language, Environmental Work, High School Diploma, Identify Issues, Integrated Library System, Internet Search, Interpersonal Skills, Laptop PC, Legal, Library and Information Science, Lift/Move 50 Pounds, Merchandising, Office Equipment, PC (Personal Computer) Systems, Policy Implementation, Printers, Procedure Implementation, Public Library, Public/Media/Press/Analyst Relations, Regulations, Retail, Security Equipment, Smartphones, Social Media, Spanish Language, Team Player, Technical Research, Technical Support, Time Management, Transaction Processing/Management, Up-Selling, User Account Administration, Web Design, Willing to Travel, eBook Readers
LOCATION
Kenosha, WI
POSTED
Today
Salary: $21.17 Hourly
Location : 1500 27th Avenue, Kenosha, WI
Job Type: Regular - Part Time
Job Number: 20260710
Department: Library
Opening Date: 07/10/2026
ClosingDate: 7/31/2026 4:30 PM Central

General Overview of Position
General Summary

Under the general direction of a Library Branch Manager, this position manages library user accounts, and interacts with the public to perform circulation, basic reference, technology, and readers advisory services at the first point of service.
*Please Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Duties, responsibilities or qualifications may change atany time with or without notice.

Scheduling flexibility is imperative. Standard hours may include day and/or evening hours to include weekdays and weekends. The schedule may also vary depending on the needs of the library.

The current openings for this position are 15 hours per week, but we anticipate that we will have other open positions in the near future that have a flexible number of hours.
The Board and Staff of the Kenosha Public Library are committed to building a diverse workforce and a culture that values and demonstrates cultural competency. The successful candidate will:
  • See the value of cultural, ethnic, gender, and other individual differences in people.
  • Value different points of view and check their own views against the views of others.
  • Support fair treatment and equal opportunity for all.
  • Listen to and objectively consider the ideas/input of others.
  • Respect the talents and contributions of all individuals.
  • Strive to eliminate barriers to diversity.
  • Ensure that new barriers to diversity are not built.
Example of Duties & Responsibilities
Principal Duties and Responsibilities
Essential Job Functions
  • Public Service:
    • Be knowledgeable and able to implement KPL policies and procedures.
    • Interacts with patrons with respect, courtesy, and confidence.
    • Provides direct and timely service to library patrons and inquiries in person, by phone, by mail, or by email; making full use of circulation tools, physical collections, electronic resources, library loan systems, and area resources.
    • Provides a consistently high level of customer service in a timely, sensitive, and confidential manner in all transactions.
    • Conducts reference and readers' advisory interviews, fulfilling research requests as needed.
    • Promptly and appropriately handles patron concerns, escalating to management as necessary.
    • Participates in the preparation and staffing of the service desk for daily operation.
    • Assists patrons with account support, including processing money transactions.
    • Assists in scheduling of publicly-reservable meeting rooms for patron use.
    • Uses the Integrated Library System (ILS) to circulate library materials accurately and efficiently.
    • Participates in the operating and troubleshooting of AV equipment, computers, printers, and other office equipment.
    • Understands and operates automated library technologies and equipment.
    • Aware of library programs and activities, and familiar with library collections to actively promote and upsell these resources to patrons.
    • Assists the public with troubleshooting and the general use of computers, tablets, and other standard tech equipment.
    • Able to work in any library or outreach location independently and with a flexible schedule.
    • Assists in maintaining the neatness and appearance of the public and staff areas.
  • Collection Service:
    • Maintains, processes, withdraws, and mends library materials, periodicals, and serials.
    • Monitors reserves, including retrieval from delivery bins and retrieving the hold pick list.
    • Inspects, sorts, prepares, and shelves returned and/or utilized library materials.
    • Shelf-reads collections for accuracy and tidiness.
General Job Functions
  • Fosters a collaborative relationship with community groups, businesses, organizations, educational institutions, and agencies in the City of Kenosha and Kenosha County, by providing information about the Library and its services.
  • May temporarily serve as Person-in-Charge of a library location in the absence of a supervisor or librarian, including the opening and closing of facilities.
  • May work independently without direct supervision.
  • Attends and participates in staff meetings and/or committees, perform continuing education training, and keep informed of library news as required.
  • Participates in, and contributes to, a workplace culture based on teamwork and collaboration, recognizing and achieving shared goals both within and among library departments.
  • Assists with programs, classes, displays and other merchandising as directed by their supervisor, a Branch Manager or Department Head
  • Writes website blogs, creates book lists, and posts to social media as directed by their supervisor, a Branch Manager or Department Head
  • Conducts one-on-one appointments with patrons for technology and research assistance.
  • Performs other duties as assigned.
Reporting Relationship

Reports to a Library Branch Manager

FLSA Status

Non-Exempt

Eligible to Telework

No

Requirements
Knowledge, Skills, and Abilities Required
  • Six months to one year of experience in a customer service or retail environment.
  • High school diploma or equivalent.
  • Foundational knowledge and demonstrated proficiency with current digital devices and software programs.
  • Ability to identify reliable electronic resources and familiar with the use of AI in internet searches.
  • Ability to work independently.
  • Ability to learn and follow library policies, procedures, and services.
  • Ability to follow detailed directions and distinguish details.
  • Ability to maintain a regular and flexible work schedule.
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules or composition, and grammar.
  • Good interpersonal skills and ability to maintain and foster cooperative and courteous working relationships with the public, peers, and supervisors.
  • Ability to creatively and effectively make independent decisions based upon experience, knowledge, or training without supervision.
  • Ability to adapt to change.
Knowledge, Skills, and Abilities Preferred
  • Spanish language skills are preferred.
  • Valid driver's license and personal vehicle to use on the job preferred.
Physical & Working Conditions
  • Far vision at 20 feet or further; near vision at 20 inches or less.
  • Talking and hearing.
  • Sitting, standing, walking, climbing (including stairs) and stooping, bending, twisting and reaching (up, across, and down). Must be able to sit and stand for long periods of time.
  • Keyboarding, writing, filing, sorting, shelving, processing, and picking up and shelving books.
  • Lifting and carrying: 50 pounds or less.
  • Pushing and pulling: objects weighing up to 60-80lbs pounds on wheels.
  • Able to travel to meetings outside the library, including overnight travel.
  • Able to work in enclosed space and remote locations for extended periods of time.
  • Able to work at all library branches and other service locations, as needed.
  • Able to work in environmental conditions which may include exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness and humidity, and temperature changes.
  • Able to use the following: audiovisual equipment, building security systems, calculator, computer workstation, copy machine, scan station, telephone, and other readily available technology.

CITY OF KENOSHA SUMMARY OF BENEFITS
For Nonrepresented Regular Part-Time and Temporary Employees
Excludes Crossing Guards and Library employees.

Regular part-time and temporary employees are covered under the Rules & Regulations of the City of Kenosha's Civil Service System as non-represented employees. Regular part-time employees may be eligible for benefits based upon hours worked per year. Not all employees will be eligible for the benefits listed below. Wages and benefits provided by the Library may be different than those listed below. Please contact the with questions.

Wages
The wage range for each City job classification is set by a compensation plan approved by the City of Kenosha. The wage rates for some nonrepresented part-time positions are divided into steps; others may only have one set rate of pay. If applicable, employees normally start at the first step (Step 1/A). Subsequent step increases, if any, are typically awarded at one (1) year intervals and are based upon minimum achievement of a satisfactory evaluation.

Part-time and temporary employees are paid an hourly wage based on their classification.

Library personnel are paid based on a wage schedule set and approved by the Library Board. Please refer to the currentfor more information.

Direct Deposit
Payroll is made by for all employees. Employees must designate a checking or savings account (of their choice) at the time of hire. Salaried employees are paid on the 15th and last day of each month. Hourly employees are paid weekly on Fridays for the hours worked in the previous work week (Sunday - Saturday).

Pension
Employees who meet Department of Employee Trust Funds (ETF) eligibility requirements are enrolled in the and are required to contribute one-half of the yearly pension contribution percentage as determined by WRS. The City contributes the other half of the total required amount into the employee's retirement account. The current contribution rate for non-represented (general) employees is 14.4%. The total contribution is calculated based on gross wages paid to the employee for each pay period.

Life Insurance
Term group life insurance coverage is provided to employees who participate in the WRS through the Coverage amount is based on annual salary rounded to the next highest $1,000. The premium for Basic Plan coverage is paid by the City for active employees. Additional coverage and/or supplemental levels of coverage are available to employees at their own expense. Coverage becomes effective on the first of the month following thirty (30) days from the date of hire.

FICA Alternative
Those employees not expected to meet the hours requirement set by the WRS to qualify for the pension program are required to participate in a FICA Alternative Program. Your earnings from this job may not be covered under Social Security. When you retire, or if you become disabled, you may receive a pension based on earnings from this job. If you do, and you are also entitled to a benefit from Social Security based on either your own work or the work of your husband or wife, or former husband or wife, your pension may affect the amount of the Social Security benefit you receive. Your Medicare benefits, however, will not be affected. The explains the potential effects of two provisions in the Social Security law for workers who also receive a pension based on their work in a job not covered by Social Security.
01

The following supplemental questions may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided on your application/resume. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during a hiring interview. By completing this supplemental evaluation you are attesting that the information you have provided is accurate. Any information you provide may be reviewed by the hiring manager. Any misstatements or falsification of information may eliminate you from consideration or may result in dismissal.
  • Yes and I understand and agree
  • No I disagree

02

I am 18 years old or older at the time of application.
  • Yes
  • No

03

I have a High School Diploma or equivalent.
  • Yes
  • No

04

Please indicate below which electronic devices you have experience using.
  • Laptop
  • Tablet
  • eReader
  • Smartphone
  • Personal Computer
  • Printer/Copier

05

What electronic devices have you taught another person to use?
  • Laptop Computer
  • Tablet
  • eReader
  • Smartphone
  • Personal Computer
  • Printer/Copier

06

Please indicate your fluency with the Spanish Language (Read/Write/Speak).
  • I have no Spanish Language Experience.
  • Beginner
  • Fair
  • Medium
  • Fluent

07

Please tell us how many years customer service experience you have.
  • I do not have this experience
  • > 0 but less than 3 years experience
  • 3 years but less than 5 years experience
  • 5 or more years experience

08

I possess a valid driver's license and have a good driving record.
  • Yes
  • No

09

Please tell us your preferred pronouns (for example she/her/hers, they/them/theirs).
10

Please tell us your preferred name for use if you are interviewed.
11

Please indicate when you are generally available to work.
  • Monday 8am-12pm
  • Monday 12pm-5pm
  • Monday 5pm-8pm
  • Tuesday 8am-12pm
  • Tuesday 12pm-5pm
  • Tuesday 5pm-8pm
  • Wednesday 8am-12pm
  • Wednesday 12pm-5pm
  • Wed 5pm-8pm
  • Thursday 8am-12pm
  • Thursday 12pm-5pm
  • Thurs 5pm-8pm
  • Friday 8am-12pm
  • Friday 12pm-6pm
  • Saturday 10am-5pm
  • Sunday 12pm-4pm

Required Question

About the Company

C

City of Kenosha, WI

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