Customer Experience Assistant - Lakewood/DuPont

Pierce County Library • Lakewood, WA

1d • $25 - $35 • Onsite

About The Position

The Customer Experience Assistant provides high-quality customer service to diverse customers of all ages at assigned Pierce County Library System locations. The position helps customers access library accounts, public technology assistance, readers’ advisory services, and other library services. Service is provided in person, by telephone, and digitally. The role also performs routine circulation and customer account tasks, supports customer use of hardware, software, databases, and electronic collections, and helps customers locate materials and discover library services.

The position may work at multiple library locations and may act as Person in Charge when delegated or scheduled. It reports to a Customer Experience Supervisor and may direct the work of additional staff and volunteers under a supervisor’s direction. The position is regular, represented, non-exempt, and scheduled for 32 hours per week. The schedule may change and includes evening and weekend work on a rotating schedule.

Requirements

• An associate’s degree in a related field and two years of public library or customer service experience, or an equivalent combination of education and experience that provides the required knowledge and skills.
• A valid Washington State Driver’s License may be required depending on the assignment.
• Must pass a criminal background screening before hire.
• Must be able to work at multiple locations as assigned, work evenings and weekends on a rotating schedule, and adapt to schedule changes.
• Ability to navigate basic electronic record creation and storage, such as timecard/HRIS systems, performance reviews, and network drive storage.
• Ability to use basic office equipment, including a PC, printer, copier, phone, fax, mouse, and security alarm.
• Basic keyboarding and alphanumeric data-entry skills.
• Basic PC navigation in a Windows-based environment, including connecting and printing.
• Ability to navigate, search, and use basic web functions and applications.
• Intermediate Microsoft Office Suite skills, including Outlook, Word, and Excel, to complete job responsibilities.
• Specialized equipment or software skills sufficient to complete job responsibilities.
• Ability to lift and carry library materials, push and pull loaded carts, and meet the stated physical demands.

Nice To Haves

• Experience with an Integrated Library System, inventory system, or data management system.
• Ability to successfully complete a Basic MOS Certification or course.
• Knowledge of digital media, digital collections, and ebooks.

Responsibilities

• Deliver high-quality, customer-focused services to diverse customers of all ages.
• Assist customers in person, by telephone, and digitally.
• Communicate and apply library policies and procedures, and help resolve customer concerns, incidents, and complaints.
• Perform routine circulation and customer account duties, including checking materials in and out, shelving, processing holds, registering library cards, handling cash, and answering account inquiries.
• Provide basic reference and readers’ advisory assistance in person, online, and through other formats.
• Support customer-accessed hardware and software, and instruct and troubleshoot customers’ use of databases and electronic collections.
• Help customers locate library materials in the building and online, and promote library services.
• Process, sort, and shelve library materials as needed, and maintain periodicals.
• Prepare and maintain displays and update bulletin boards, posters, and flyers.
• Count and balance deposits and prepare weekly financial reports.
• Act as Person in Charge when delegated or scheduled.
• Assist with program support as directed by a Supervisor or Librarian.
• Participate in project teams and committees as appropriate to the position.
• Provide customer feedback to supervisors so customers’ perspectives can be reviewed.
• Bring concerns about waste, inefficiency, corruption, discrimination, and safety to Library Management.
• Maintain punctuality and regular, consistent attendance.
• Perform other duties as assigned or required.
• May direct the work of additional staff and volunteers under a supervisor’s direction.

Benefits

• Sick leave
• Medical, dental, and basic life insurance
• Long-term disability
• Vacation
• State retirement system
• Employee Assistance Program
• Opportunity to participate in the Tax Sheltered Annuity Program and Deferred Compensation Program
• Additional life insurance for the employee and family is available through payroll deduction

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree