Customer Experience Assistant Temporary (2)

Pierce County Library•South Hill, WA

6h•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 role helps customers access library accounts, public technology, readers’ advisory services, and other library offerings. Service is provided in person, by telephone, and digitally. This is a part-time temporary position for 32 hours per week, with two openings in the South Hill region at Eatonville and South Hill. The schedule may change and includes evening and weekend work on a rotating basis. The position reports to a Customer Experience Supervisor and may direct the work of staff or volunteers under a supervisor’s direction. The role performs routine circulation and account-management tasks, provides basic reference and technology assistance, helps customers locate materials, and supports library programs and operations. It may also serve as Person in Charge when delegated or scheduled. Work takes place in an office or library environment with regular public contact; service outside library locations may involve varying weather and environmental conditions. Physical activity may include extended sitting or standing, talking, bending, reaching, lifting and carrying library materials, and pushing or pulling loaded carts.

Requirements

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 assignment.
Must pass a criminal background screening before hire.
May be assigned to work at multiple locations.
Ability to 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, performance review, 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, sufficient to complete job responsibilities.
Specialized equipment or software skills sufficient to complete job responsibilities, such as HRIS.
Demonstrate customer focus, teamwork, communication, leadership, problem solving, change and learning, a positive attitude, professional integrity, and diversity awareness.
Ability to lift and carry library materials, push or pull loaded carts, and perform the physical activities described for the role.

Nice To Haves

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

Responsibilities

Deliver customer-focused services to diverse customers of all ages in person, by telephone, and digitally.
Communicate and apply library policies and procedures, and address and assist with resolving customer concerns, incidents, and complaints.
Perform circulation and account-management 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 in other formats.
Support customer-accessed hardware and software, and instruct and troubleshoot customers’ access to databases and electronic collections.
Help customers locate library materials in the building and online, and promote library services.
Process, sort, and shelve library materials and maintain periodicals as needed.
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 when appropriate to the position.
Provide customer feedback to supervisors so customer perspectives are received and 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 insurance
Dental insurance
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 available through payroll deduction