Customer Experience Assistant - Lakewood/DuPont

Pierce County Library • Lakewood, WA

1d • Onsite

About The Position

Provides high-quality customer service to diverse customers of all ages at assigned Pierce County Library System locations. Helps customers access library accounts, public technology, library materials, and readers’ advisory services in person, by telephone, and digitally. The role also performs circulation and account-management tasks, supports library programs and displays, and may serve as Person in Charge when delegated or scheduled.

This regular position is represented and scheduled for 32 hours per week at Lakewood, Tillicum, and DuPont locations. The schedule includes evening and weekend shifts and is subject to change. The position reports to a Customer Experience Supervisor and may direct the work of additional staff and volunteers under a supervisor’s direction.

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.
• Depending on assignment, a valid Washington State Driver’s License may be required.
• Must pass a criminal background screening before hire.
• Ability to work evenings and weekends on a rotating schedule and adapt to schedule changes.
• Ability to effectively use basic electronic record creation and storage systems, 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 keyboard 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 MS Office Suite skills, including Outlook, Word, and Excel, to complete job responsibilities.
• Ability to lift and carry library materials and push or pull loaded carts; may lift or push up to 50 pounds as needed.
• Demonstrate customer focus, teamwork, communication, leadership, problem-solving, adaptability and learning, a positive attitude, professional integrity, and respect for diversity.

Nice To Haves

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

Responsibilities

• Deliver customer-focused service to customers of all ages in person, by telephone, and digitally.
• Communicate and apply library policies and procedures, and assist in 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 through other formats.
• Support customer-accessed hardware and software, and instruct and troubleshoot customers’ access to databases and electronic collections.
• Help customers find library materials in the building and online, and promote library services.
• Process, sort, and shelve 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 when appropriate to the position.
• Share customer feedback with supervisors so that 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 assigned or required duties.
• 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 employee and family life insurance available through payroll deduction

What This Job Offers

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