Customer Experience Representative

Poudre Libraries•Fort Collins, CO

5d•Onsite

About The Position

Working at Poudre Libraries is about being part of a dynamic organization that is transforming the community and having fun along the way. You’ll be instrumental in helping our library customers connect to the ideas, information, and resources that spark their curiosity and support lifelong learning. More than 1 million people come through our doors each year and tens of thousands more access important library services online and through our outreach efforts, making the Library District – and its staff – an indispensable public resource. Come check us out! SELECTION PROCESS: All applicants must apply online and submit a cover letter and resume. Applicants will receive an email acknowledgment when the application has been successfully submitted. Applicants who are selected for further testing or interviews will be contacted by someone on the hiring team to schedule. Please keep your contact information up-to-date. NO PHONE CALLS, PLEASE. Post-offer background and MVR check is required.

Requirements

Must possess excellent customer service experience and skills, including deescalating difficult patrons and navigating occasional volatile situations.
Must possess excellent communication skills; ability to communicate effectively and appropriately with a diverse population, co-workers, and supervisor.
Ability to read and interpret a variety of documents.
Ability to do detailed work, including data entry, accurately.
Ability to work a flexible schedule, including night and weekend shifts (both Saturdays and Sundays).
General knowledge of office equipment.
Ability to learn and use new technologies.
Basic math skills.
Ability to read and speak English fluently is required.

Nice To Haves

Conversational ability in other languages is desirable.

Responsibilities

Create a welcoming environment for all customers and staff that fosters equity, diversity, and inclusion by seeking to understand, respect, and value individual differences.
Demonstrates tactful and conscientious service to people of all ages, races, abilities, cultures, and genders.
Effectively and efficiently performs job tasks and presents a positive image of the library in attitude, communications, and presence while performing duties in both the public and staff areas accurately and with a minimum of errors.
Performs shelving duties such as loading and unloading carts, ordering, sorting and shelving books and other library materials.
Operates Automated Materials Handler (AMH) machine including routine upkeep and basic troubleshooting.
Retrieves, processes, and sorts library materials to fulfill customer requests.
Monitors and assists with overflow/crowding of collections and reports areas of concern to supervisor.
Researches item-specific information in the library database.
Navigates library databases, creates new customer accounts, and updates and maintains records with established formatting and in compliance with Colorado Library Privacy Law.
Assists customers with circulation-related tasks, including: Checking library materials in and out, Placing holds, Providing directional assistance, Collecting fees including collection agency accounts under $75 with supervisor support, Answering basic questions, Supporting public printing, copying, and faxing services
Troubleshoots customer concerns and account issues under the direction of a supervisor.
Maintains a clean, organized work area.
Demonstrates a professional, positive, cooperative, flexible, team-oriented working relationship with customers, volunteers, and staff.
May provide basic training and support to new hires, work study students, volunteers, and existing staff as assigned by a supervisor.
May assist customers in locating and/or reserving study room spaces.
May assist with recording accurate circulation statistics under the direction of a supervisor.
May support Person in Charge (PIC) in opening and closing the library in the absence of a supervisor.
Helps to maintain safety, security and healthy environments in the library. Responds to facility hazards and emergencies according to protocols.
Stays current on Poudre Libraries policies, processes, procedures, events, and technologies required to perform work duties. Participates in training and continuing education as needed.
Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.