Customer Experience Assistant - Lakewood/Tillicum

Pierce County Library•Lakewood, WA

1d•Onsite

About The Position

Provides high-quality customer service to diverse customers of all ages at assigned library locations. Helps customers access library accounts, public technology assistance, readers’ advisory services, and other library services. The role provides service in person, by telephone, and digitally, and may involve working at multiple locations. The position 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. This is a regular, represented, non-exempt position scheduled for 40 hours per week at the Lakewood and Tillicum locations. The posted schedule includes a mix of weekday and Saturday shifts and is subject to change. The role requires the ability to work evenings and weekends on a rotating schedule and adapt to schedule changes. The hiring range is $25.10–$29.11 per hour, with a pay grade range of $25.10–$34.75 per hour. Starting pay is typically set within the hiring range based on relevant experience, and the compensation program includes annual increases for experience and tenure, up to the applicable maximum.

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.
Ability to work evenings and weekends on a rotating schedule and adapt to schedule changes.
Ability to pass a criminal background screening before hire.
Ability to work at multiple locations if assigned.
Depending on the assignment, a valid Washington State Driver’s License may be required.
Ability to navigate basic electronic record creation and storage, such as timecard/HRIS systems 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.
Specialized equipment or software skills sufficient to complete job responsibilities, such as HRIS.
Demonstrated customer focus, teamwork, communication, leadership, problem solving, adaptability and learning, positive attitude, professional integrity, and diversity awareness.
Ability to lift and carry library materials and push or pull loaded carts; occasional lifting up to 35 pounds and lifting or pushing up to 50 pounds as needed.
Ability to sit and stand for extended periods and to talk, bend, reach, and lift objects.

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

Provide 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 in resolving 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 responding to 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 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 on project teams and committees as appropriate to the position.
Routinely provide customer feedback to supervisors.
Bring public concerns 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.
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