Customer Experience Assistant Float - GIG Harbor Region

Pierce County Library•Gig Harbor, 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 library locations. The role helps customers access library accounts, public technology, readers’ advisory, and other library services. The position may involve working at multiple locations in the Gig Harbor Region, including Gig Harbor, Key Center, and Steilacoom, and the schedule varies according to coverage needs. The role reports to a Customer Experience Supervisor and may direct the work of additional staff and volunteers under a supervisor’s direction. It may also serve as Person in Charge when delegated or scheduled. The position is regular full-time at 32 hours per week. Typical hours fall within Monday through Thursday, 9:35 a.m. to 7:05 p.m., and Friday through Sunday, 9:35 a.m. to 6:05 p.m.; the schedule is subject to change. The hiring range is $25.10–$29.11 per hour, with a pay grade range of $25.10–$34.75 per hour. The position is hourly and non-exempt.

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.
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, sufficient to complete job responsibilities.
Specialized equipment or software skills sufficient 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.
Ability to perform work involving extended sitting and standing, talking, bending, reaching, and lifting objects weighing up to 30–35 pounds.

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 service to diverse customers of all ages in person, by telephone, and digitally.
Communicate and apply library policies and procedures, and assist with resolving customer concerns, incidents, and complaints.
Perform routine circulation and account-management duties, including checking materials in and out, shelving, processing holds, registering library cards, handling cash, and responding to account inquiries.
Provide basic reference and readers’ advisory assistance in person, online, and in other formats.
Support customer-accessed hardware and software, and instruct customers and troubleshoot their 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 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 customer perspectives are received and reviewed.
Bring matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to Library Management’s attention.
Maintain punctuality and regular, consistent attendance.
Perform other duties as assigned or required.

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