Customer Engagement Associate, FT

Carnegie Library of Pittsburgh•Hazelwood, MO

11h•Onsite

About The Position

The Customer Engagement Associate (CEA) ensures high quality user experiences throughout the Library by employing a welcoming, patron-centered and energetic service style, providing outstanding service experiences and promoting library services. Performs a wide variety of clerical tasks, assists customers in locating materials, answers account-related and basic reference questions and provides computer-related support. Participates in circulation and customer service functions of a bustling, diverse location.

Requirements

Excellent internal and external customer service commitment and skills
Excellent communication skills and the ability to work well with public, supervisors, co-workers, and system wide
Knowledge of CLP’s circulation policies and procedures; ability to gain working knowledge of CLP’s policies and procedures
Desire and ability to work with a diverse public and staff within diverse communities
Ability to act as a representative of CLP to the public
Ability to learn the current shelving system
Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and experience with library circulation software preferred
Knowledge of basic math skills
High school diploma or G.E.D.
Six months of customer service experience
The physical ability to bend, stoop, stand for long periods of time, frequently climb stairs, push heavy book trucks, and lift heavy loads (25+ pounds)
PA State Criminal Record Check
Pennsylvania Child Abuse History Clearance
FBI Fingerprint Criminal Record Clearance Check
Mandated Reporter Training

Nice To Haves

Bilingual or multilingual abilities a plus

Responsibilities

Meeting the needs of a diverse range of customers
Answering phones, greeting customers and directing them to the appropriate staff members and resources to meet their information needs
Performs circulation duties such as checking materials in and out, registering customers for library cards, processing customer holds and requests
Provides access to library services and materials
Assists customers by locating and retrieving materials and demonstrating and providing instruction in the use of library equipment, including computers
Reshelves materials and revise shelves as needed
Performs clerical duties such as typing and detailed data entry
Processes materials including verifying records
Calculates and maintain daily, monthly, and yearly statistics; may contribute to monthly and annual reports
Performs duties related to the opening and/or closing of the department
Understands, advocates for, and engages with library users to ensure their needs are addressed through relevant services
Builds community through meaningful interactions between the Library, neighborhood, and its users
Works with the department supervisor(s) to ensure adoption of CLP Service Standards and related policies in circulation and customer account functions
Resolve customer complaints with the goal of customer satisfaction
Attends library meetings and participates on committees as needed
Creating content for various internal and external CLP sources; including websites, blogs, social media accounts and Intranet
Prepares new materials or repairs damaged items
Handling monetary transactions, including cash payments and credit transactions
Communicates with District and other CLP Libraries to resolve problems, complaints and any library related issues as assigned
Resolving minor customer behavioral and location issues, and communicating the escalation of a security issue including adhering to location safety plan
Providing a welcoming library space through implementation of the appropriate library behavior policy
Supporting new staff in achieving successful customer service experiences
Performs other duties as assigned