Customer Experience Assistant - Lakewood Region (Lakewood, DuPont and Tillicum)

Pierce County Library • Lakewood, WA

1d • $25 - $35 • Onsite

About The Position

Provides high quality customer service for diverse customers of all ages at assigned library location(s). Assists customers in gaining access to a wide variety of services, including, but not limited to, library accounts, public technology assistance, and readers’ advisory services. This position supports the library in providing direct customer service to all library customers.

Requirements

• Associate’s Degree in a related field, and Two years public library/customer service experience; OR Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
• Depending on area of assignment, a valid Washington State Driver’s License may be required.
• Must pass criminal background screening prior to hire.
• May be assigned to work at multiple locations.
• The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes.
• Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS, performance review, network drive storage)
• Use of basic office equipment (e.g. PC, printer, copier, phone, fax, mouse, security alarm)
• Basic keyboard and alpha/numeric data entry skills
• Basic PC navigation skills in a windows based environment; ability to connect and print
• Ability to navigate, search and use basic web functions and applications
• Intermediate MS Office Suite skills (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities
• Specialized equipment or software skills sufficient to satisfactorily complete job responsibilities (e.g. HRIS)

Nice To Haves

• Integrated Library System, Inventory or Data Management system experience
• Ability to successfully complete Basic MOS Certification or Course
• Digital media, digital collections and ebooks knowledge

Responsibilities

• Delivers high-quality, customer-focused services to diverse customers of all ages.
• Works with customers in person, by telephone, and digitally.
• Communicates and applies the Library’s policies and procedures, addresses and assists in resolving customer concerns, incidents, and complaints.
• Performs routine circulation and customer account management duties (e.g. check in/out materials, shelving, process holds, library card registration, cash handling, and account inquiries).
• Provides basic reference and readers’ advisory assistance in person, online and other various formats.
• Provides hardware and software support for customer-accessed technologies, instructs and trouble-shoots customers’ access to databases and electronic collections.
• Provides assistance to customers to locate library materials in the building and online, promotes library services.
• Processes, sorts, and shelves library materials as necessary; maintains periodicals.
• Prepares and maintains displays; updates bulletin boards, posters, and flyers.
• Counts and balances deposits and prepares weekly financial reports.
• Acts as Person In Charge, as delegated or scheduled.
• Assists with program support as directed by a Supervisor or Librarian.
• Participates on project teams and committees, as appropriate and within the scope of the position summary and essential functions.
• Routinely provides customer feedback to supervisors to ensure the customer’s voice and perspective is received and reviewed.
• Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management.
• Demonstrates punctuality and regular and consistent attendance.
• Performs other duties as assigned or required.
• Reports to a Customer Experience Supervisor. May direct the work of additional staff and Volunteers, under the direction of a supervisor. Will act as Person in Charge as delegated or scheduled.

Benefits

• Sick Leave
• Medical, Dental, and Basic Life Insurance
• Long-Term Disability
• Vacation
• State Retirement System
• Employee Assistance Program
• Tax Sheltered Annuity Program
• Deferred Compensation Program
• Additional life insurance for the employee and family is available through payroll deduction.

What This Job Offers

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