Customer Experience Assistant

Pierce County Library•Bonney Lake, WA

1d•$25 - $35•Onsite

About The Position

The Customer Experience Assistant provides high-quality, customer-focused 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, reference assistance, library materials, and other services in person, by telephone, and digitally. The position performs routine circulation and account-management work, supports customer-accessed hardware and software, and helps maintain library materials, displays, and public information. The employee may act as Person in Charge when delegated or scheduled and may direct the work of additional staff and volunteers under a supervisor’s direction. The position is regular, represented, non-exempt, and scheduled for 32 hours per week in the Sumner and Bonney Lake region. The schedule may change and includes rotating evening and weekend availability.

Requirements

An 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 if assigned and to work evenings and weekends on a rotating schedule, adapting to schedule changes.
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, such as 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 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, to complete job responsibilities.
Specialized equipment or software skills sufficient to complete job responsibilities.
Ability to demonstrate customer focus, teamwork, communication, leadership, problem solving, change and learning, a positive attitude, professional integrity, and respect for diversity.
Ability to perform work involving extended periods of sitting and standing, talking, bending, reaching, and lifting or carrying library materials; occasional lifting of up to 35 pounds and lifting or pushing up to 50 pounds as needed, including 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.
Work with 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 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 in other formats.
Support customer-accessed hardware and software and troubleshoot customer access to 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 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 position.
Regularly provide customer feedback to supervisors.
Bring public 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