Customer Service Representative II

City of Olathe • Falmouth, MA

2d • $18 - $20

About The Position

Are you passionate about books, community engagement, and providing top-notch customer service? The Downtown Library for the City of Olathe is looking for an enthusiastic and service-oriented individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our customers, ensuring they have a positive and enriching experience every time they visit. Your responsibilities will include assisting with inquiries, managing library accounts, supporting programs and events, and helping customers navigate our vast resources. This is a fantastic opportunity for someone who loves interacting with people, thrives in a collaborative environment, and wants to contribute to a beloved community institution. For more details, review the full job details and requirements below. The Customer Service Representative II provides front-line customer support for City services in response to customer requests in person, over the phone or online, working independently with limited direction. The position focuses on evaluating requests, inquiries and complaints to find the most effective and efficient method of executing, providing information, or resolving the situation in a positive manner. The Customer Service Representative II is the second level in a three-level career progression of Customer Service Representative I, II, and III.

Requirements

• At least two years of administrative or customer relations experience is required.
• Effective interpersonal and communication skills are required along with proficiency in Microsoft Office programs.
• A high school diploma or equivalent is required.
• Proficiency in both written and verbal English is required

Nice To Haves

• Experience in a specific specialized area of service such as library services or utility services may be preferred.
• Course work in business, public administration, or other related field is preferred.
• additional proficiency in Spanish and American Sign Language preferred.

Responsibilities

• Provides information to customers for various City services in like kind to how the request was submitted (in person, over the phone or online)
• supports customers in the pursuit of information on topics of varying nature across citywide services continually expanding personal knowledge of city services
• makes decisions for how to resolve most customer service needs with limited direction.
• Utilizes multiple computer software applications to initiate and process service requests and reporting queries
• maintains elevated working knowledge of systems to support other customer service staff members.
• Provides training and support to other employees.

Benefits

• competitive pay
• health and dental coverage
• retirement plans
• educational reimbursement
• Employees can take advantage of the all-encompassing LiveWell wellness program to help them be their best selves—mentally, physically, socially, and financially.
• The City of Olathe champions continuous training and development for employees at all levels.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED