Customer Experience Assistant - South Hill Region

Pierce County Library•South Hill, 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, readers’ advisory services, and other library offerings. The position provides direct customer service in person, by telephone, and digitally, and may be assigned to work at multiple locations. It reports to a Customer Experience Supervisor and may direct the work of additional staff and volunteers under a supervisor’s direction. The role performs circulation and customer-account tasks; provides basic reference, readers’ advisory, and technology assistance; supports access to library materials and digital collections; and helps maintain library materials, displays, and public information. It may also support programs, participate in project teams, act as Person in Charge when delegated or scheduled, and provide customer feedback to supervisors. The position is part-time, scheduled for 32 hours per week. The posted schedule is Wednesday through Saturday, with the schedule subject to change; evening and weekend availability on a rotating schedule is required. Work takes place in a normal office or library setting with regular public contact. When service is delivered outside PCLS locations, conditions may vary and additional safety protocols apply. The work may involve prolonged sitting or standing, talking, bending, reaching, and lifting or carrying library materials, including occasional lifting up to 35 pounds and pushing or lifting up to 50 pounds as needed. Reasonable accommodations may be made for qualified individuals with disabilities.

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 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 keyboard and alphanumeric data-entry skills.
Basic PC navigation skills in a Windows-based environment, including the ability to connect and print.
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.
Ability to perform the position’s customer-service, teamwork, communication, leadership, problem-solving, change-and-learning, positive-attitude, professional-integrity, and diversity competencies.
Ability to perform work that may involve extended sitting or standing; talking, bending, and reaching; lifting and carrying library materials; pushing or pulling loaded carts; and lifting or pushing up to 50 pounds as needed.

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 customer-focused services to diverse customers of all ages in person, by telephone, and digitally.
Communicate and apply library policies and procedures, and address or 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 responding to account inquiries.
Provide basic reference and readers’ advisory assistance in person, online, and through other formats.
Provide hardware and software support for customer-accessed technologies, and instruct customers or 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 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 within the scope of the position.
Provide customer feedback to supervisors so that customer perspectives are received and reviewed.
Bring public concerns regarding 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 is available through payroll deduction