Customer Experience Librarian - Adult

City of Jacksonville • Jacksonville, FL

1d • Onsite

About The Position

The Jacksonville Public Library is seeking a Customer Experience Librarian for adult services. This is professional, lead-worker-level work involving research and reference services, collection development and maintenance, program development and presentation, reader’s advisory, and outreach to establish community partnerships. The position supports the Library’s mission by providing customer service that creates a positive customer experience. It may include scheduling, assigning, monitoring, and reviewing others’ work, serving as the person on duty, and participating in staff selection and training.

The role involves frequent interaction with customers, coworkers, volunteers, and community members. The employee applies Library Science knowledge and judgment to changing situations, works with diverse populations, and helps address inquiries and complaints. Work is performed in an office, library, or community setting, including public-service areas and outreach engagements. The position is not remote and may require work at various branch locations, including evenings and weekends. Work is performed under limited supervision; the employee plans and prioritizes assignments, and work is generally reviewed after completion.

The employee uses standard office and library equipment and may need to travel between locations, depending on assignment. Physical activities include moving between work locations, sitting or standing for extended periods, walking, bending, stooping, pushing, pulling, reaching, and squatting. The position may require lifting objects up to 25 pounds and pushing loaded book trucks up to 50 pounds. The employee also helps maintain appearance standards by reporting facilities issues and picking up litter on library grounds.

Applicants must meet one of the following education and experience pathways: a master’s degree in Library Science from an ALA-accredited program; a master’s degree in an unrelated field plus two years of professional library experience; or a bachelor’s degree plus five years of professional library experience. Depending on assignment, a valid driver’s license and City of Jacksonville Public Driver Certification may be required. The probationary period is six months. A college transcript is required with the application.

Requirements

• Meet one of the following: a master’s degree in Library Science from an American Library Association-accredited program; a master’s degree in an unrelated field and two years of professional library experience; or a bachelor’s degree and five years of professional library experience.
• Knowledge of Library Science theories, principles, practices, and classification systems.
• Knowledge of library organization, operations, policies, procedures, resource materials, and reference sources.
• Ability to provide borrowing, information, reader’s advisory, and reference services in face-to-face, virtual, and outreach settings.
• Ability to design, deliver, promote, and facilitate programs and events, and to engage customers in adult services.
• Ability to use computer databases, including computerized catalog and circulation systems.
• Ability to interview, gather information, compile and interpret statistical data, and communicate effectively verbally and in writing.
• Ability to schedule, assign, monitor, and review others’ work, and to serve as person on duty when assigned.
• Ability to interpret rules, regulations, and policies; review library materials and recommend purchases; and develop and conduct training sessions and workshops.
• Ability to accept feedback and adjust service delivery, prioritize work to meet deadlines, and respond effectively to customer complaints and inquiries.
• Ability to establish and maintain effective working relationships and serve diverse populations in a non-judgmental and non-discriminatory manner.
• Ability to operate standard office and library equipment and related software.
• Depending on assignment, ability to travel between locations; a valid driver’s license and City of Jacksonville Public Driver Certification may be required and maintained.

Nice To Haves

• Residence in Jacksonville is preferred but not required.
• Depending on assignment, a valid driver’s license and City of Jacksonville Public Driver Certification may be required.

Responsibilities

• Perform borrowing, information, reader’s advisory, and reference services in face-to-face, virtual, and outreach settings.
• Design, deliver, promote, and facilitate library programs, activities, and events in person, virtually, and at outreach engagements.
• Engage customers in adult services and connect them with collections, programs, and other Library services.
• Select, organize, and manage adult programs presented by internal and external experts.
• Support the Library’s mission by delivering customer service that creates a positive customer experience.
• Keep abreast of changing technology and demonstrate proficiency in Library Technical Competencies.
• Compile data, prepare reports, and make oral presentations as needed.
• Monitor and review budget appropriations and expenditures for assigned work activity.
• Schedule, assign, monitor, and review the work of others, as assigned.
• Serve as person on duty, as assigned.
• Participate in interviews for new staff and train and instruct new employees and volunteers on Library policies, practices, and procedures.
• Seek and use feedback and recommendations from staff, customers, and community members to inform Library programs and services.
• Work on the public service floor.
• Report facilities issues and pick up litter on Library grounds to help maintain appearance standards.
• Operate standard office and library equipment, including computers and related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
• Perform related work as required.

Benefits

• Four weeks off during the first year of employment.
• Low- and no-cost health insurance options.
• Twelve paid holidays and a personal leave day.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Flexible spending plans.
• Eligibility for Federal Student Loan Forgiveness after 10 years of public service and on-time payments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level