Customer Experience Assistant

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 services, and other library services. Customer service is provided in person, by telephone, and digitally. The position performs routine circulation and account-management work, assists customers with library materials and technology, and supports library operations and programs. The role may be assigned to multiple locations in the Gig Harbor Region and may act as Person in Charge when delegated or scheduled. It is a regular, full-time, represented position scheduled for 32 hours per week; schedules are subject to change.

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.
• Ability to work at multiple locations as assigned.
• 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 systems and network drives.
• 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.
• Demonstrate customer focus, teamwork, communication, leadership, problem solving, change and learning, a positive attitude, professional integrity, and diversity.
• Ability to perform the physical requirements of the position, including extended sitting or standing, talking, bending, reaching, lifting, carrying materials, and pushing or pulling loaded carts.

Nice To Haves

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

Responsibilities

• Deliver high-quality, customer-focused services to diverse customers of all ages.
• Assist customers in person, by telephone, and digitally.
• Communicate and apply library policies and procedures, and address and help resolve customer concerns, incidents, and complaints.
• Perform 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 help customers use 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.
• 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 role.
• Provide customer feedback to supervisors so customer perspectives can be 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, dental, and 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: Full-time
• Career Level: Entry Level
• Education Level: Associate degree