Customer Experience Assistant - Lakewood/Tillicum

Pierce County Library • Lakewood, WA

1d • $25 - $35 • Onsite

About The Position

Provides high-quality customer service to diverse customers of all ages at assigned library locations. Assists customers in accessing library accounts, public technology, readers’ advisory services, and other library services. The position supports direct customer service through in-person, telephone, and digital interactions. The role may involve working at multiple locations and may require a valid Washington State Driver’s License depending on assignment. Reports to a Customer Experience Supervisor and may direct the work of additional staff and volunteers under a supervisor’s direction. May act as Person in Charge when delegated or scheduled.

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 criminal background screening before hire.
• Ability to work evenings and weekends on a rotating schedule and adapt to schedule changes; may be assigned to multiple locations.
• 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.
• Demonstrate customer focus, teamwork, communication, leadership, problem solving, change and learning, a positive attitude, professional integrity, and diversity.
• 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, and reach.

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

• Deliver high-quality, customer-focused services to diverse customers of all ages.
• Work with 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 routine circulation and customer account management, 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.
• 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 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 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 concerns about 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

What This Job Offers

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