Lead Customer Engagement Associate

Carnegie Library of Pittsburgh•Knoxville, TN

1d•Onsite

About The Position

Seeking a highly motivated and organized individual to perform a variety of complex clerical and customer service tasks and functions at our Hill District branch. This customer service-focused role will ensure high quality user experiences and perform a variety of routine clerical tasks throughout the Library, in adherence to the CLP Philosophy of Service.

Requirements

High School Diploma or GED required
The physical ability to bend, stoop, stand for long periods of time, frequently climb stairs, push heavy book trucks, and lift heavy loads (25+ pounds)
Superior internal and external customer service commitment and skills required
Ability to navigate and interpret CLP policies and procedures
Excellent communication skills and the ability to work well with public, supervisors, co-workers, and system wide
Flexibility and ability to prioritize multiple tasks
Ability to work with frequent interruptions and complete tasks accurately
Ability to work independently and as part of a team
Ability to complete financial deposits accurately and in a timely manner
The desire and ability to work with a diverse public and staff within diverse communities
PA State Criminal Background Check, PA Child Abuse History Clearance, FBI Fingerprint Criminal Records Check and Mandated Reporter Training upon offer of employment

Nice To Haves

Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and experience with library circulation software preferred
Bilingual or multilingual abilities a plus

Responsibilities

Assists in the oversight and activities of Customer Services; training, mentoring, planning and managing workflow to ensure departmental objectives are met
Performs a variety of complex and experienced clerical tasks in a team environment, functions as a lead worker
Checks material in/out, registers customers for library cards, collects fines and fees, processes serials
Processes new material
Performs all aspects of circulation and registration with the goal of providing exceptional service
May be responsible for resolving customer issues, making financial deposits, scheduling staff, processing Lost and Paid paperwork and monthly reports and statistics
Greets customers, directs customers to appropriate staff members and resources, provides orientation to library use
Provides basic computer instruction and assistance to the public PC users
Assists customers in finding materials, answering their questions and providing in-depth library orientation for new customers