LIBRARY CIRCULATION SERVICES REPRESENTATIVE - BILINGUAL

Library Circulation Services Representative are required to work a full day on Sundays, from 8:30 a.m. to 5:00 p.m.

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.

The Library Circulation Service 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.

Customer Service

• 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.

Materials Processing and Presentation

• 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.

Systems Support

• 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.
• Must work Sundays from 8:30 a.m. to 5:00 p.m.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

• Must work Sundays from 8:30 a.m. to 5:00 p.m.
• Work within the hours of the Milwaukee Public Library system. Branch Libraries are open Monday and Tuesday from 12:00 p.m. to 8:00 p.m., Wednesday through Friday from 10:00 a.m. to 6:00 p.m., Saturday from 9:00 a.m. to 5:00 p.m., and Sunday from 10:00 a.m. to 5:00 p.m.
• Supply emergency help at other MPL libraries as requested.
• Lift and move items weighing up to 50 pounds; push and pull wheeled conveyances weighing up to 100 pounds.
• Work in small spaces, in dusty work conditions, and around noisy equipment at times.
• Adhere to the MPL dress code policy.

1. Two years of experience performing customer service or paraprofessional functions closely related to the essential functions listed above.

2. Bilingual in Spanish and English, including the ability to provide both translation and interpretation.

Equivalent combinations of education and experience may be considered. For example, an associate degree in a related field such as business, information technology, or liberal arts from an accredited college may be considered equivalent.

NOTICE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

Technical

• 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.

Communication, Interpersonal, and Customer Service

• 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.

Organizational and Professionalism

• 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.

Bilingual Communication

• 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.

The current wage rate (Pay Range 5AN) is $40,826 annually, and the current resident incentive rate for City of Milwaukee residents is $42,459 annually.

Any employee who holds a position designated as bilingual in the Positions Ordinance shall be paid an additional $2.00 per hour.

BENEFITS

The City of Milwaukee provides a comprehensive benefit program which includes:

• Wisconsin Retirement System (WRS) Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Paid Parental Leave
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long-Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 12 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

 For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

THE SELECTION PROCESS will be job-related and will consist of one or more of the following: an evaluation of education, experience, and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the City's needs have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

NOTE: Candidates will be required to participate in an assessment of their communication skills related to interpreting and translating English and Spanish.

• APPLICATIONS and further information may be accessed by visiting www.jobapscloud.com/MIL.
• If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
• The Department of Employee Relations is located at City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202

EEO Code 501

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.