Customer Experience Assistant Temporary (2)

Pierce County Library • Eatonville, 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 Pierce County Library System locations. The role helps customers access library accounts, public technology, readers’ advisory services, materials, and other library services. Customer support is delivered in person, by telephone, and digitally. The position is part-time and temporary, scheduled for 32 hours per week, with assignments in the South Hill region at Eatonville and South Hill locations. Schedules may change, and the role may require work at multiple locations, evenings, and weekends on a rotating schedule.

The position performs circulation and account-management tasks, assists with reference and technology questions, maintains and shelves library materials, and supports library displays and programs. It may also handle deposits and financial reports, serve as Person in Charge when delegated or scheduled, and direct the work of additional staff or volunteers under a supervisor’s direction. The position reports to a Customer Experience Supervisor.

Work takes place in an office or library environment with regular public contact. Duties may include extended sitting and standing, talking, bending, reaching, lifting and carrying library materials, and pushing or pulling loaded carts. Occasional lifting up to 35 pounds and lifting or pushing up to 50 pounds as needed may be required. 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.
• 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 if 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, performance review, 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, such as HRIS.
• Ability to lift and carry library materials, push or pull loaded carts, and perform the physical activities described for the role.

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

• Provide high-quality, customer-focused service to diverse customers of all ages.
• Assist customers in person, by telephone, and digitally.
• Communicate and apply library policies and procedures, and help resolve 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 answering account inquiries.
• Provide basic reference and readers’ advisory assistance in person, online, and in 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 materials as needed; 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 programs 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 considered.
• Bring concerns regarding waste, inefficiency, corruption, discrimination, and safety to Library Management.
• Maintain punctuality and regular, consistent attendance.
• May direct the work of additional staff and volunteers under a supervisor’s direction.
• Perform other duties as assigned or required.

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 life insurance for the employee and family available through payroll deduction

What This Job Offers

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