Customer Experience Assistant - South Hill Region

Pierce County Library • Eatonville, WA

3h • $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 services, including library accounts, public technology assistance, reference and readers’ advisory services, and library materials. Service is provided in person, by telephone, and digitally. The position may be assigned to multiple locations and may act as Person in Charge when delegated or scheduled. It reports to a Customer Experience Supervisor.

The position is part-time, scheduled for 32 hours per week. The listed schedule is Wednesday 10:35 a.m.–7:05 p.m. and Thursday through Saturday 9:35 a.m.–6:05 p.m., with Sunday through Tuesday off; the schedule is subject to change. The role is non-exempt and located in South Hill. The hiring range is $25.10–$29.11 per hour, with a pay grade range of $25.10–$34.75 per hour. Starting pay is typically set within the hiring range based on relevant experience, with annual increases for additional experience and tenure up to the pay grade maximum. Overtime eligibility is limited to positions identified as non-exempt.

Work takes place in an office or library environment with regular public contact. When providing service outside PCLS locations, weather and other physical and environmental conditions may vary, and additional safety protocols apply. Physical activities may include extended sitting and standing, talking, bending, reaching, lifting and carrying library materials, and pushing or pulling loaded carts. Occasional lifting of materials 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 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 MS 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 perform physical duties that may include extended sitting and standing, talking, bending, reaching, lifting and carrying library materials, and pushing or pulling loaded carts; lifting or pushing up to 50 pounds may be needed.

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.
• Assist customers in person, by telephone, and digitally.
• Communicate and apply Library policies and procedures; address 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 answering account inquiries.
• Provide basic reference and readers’ advisory assistance in person, online, and in other formats.
• Support customer-accessed hardware and software; instruct customers and troubleshoot 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 in project teams and committees as appropriate to the position.
• Provide customer feedback to supervisors so that customer perspectives are received and reviewed.
• 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, 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 is available through payroll deduction

What This Job Offers

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