INTERNAL ONLY : Customer Experience Specialist - Temp Under 90 Days
INTERNAL ONLY : Customer Experience Specialist - Temp Under 90 Days
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Job Description
Internal Only: Customer Experience Specialist - Temporary Under 90 Days
32 Hours Graham
South Hill Region
Pierce County Library System
Hiring Range:$28.40 - $32.92per hour; Pay Grade Range: $28.40 - $39.28 per hour
Compensation
Pierce County Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay is established typically within the hiring range below based upon the experience of the individual hired into the role. Our compensation package also includes annual increases for each additional year of experience and tenure in the role up to the maximum (current year maximum outlined in pay grade range above). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.
FLSA Status:Non-exempt
Position Status:Temporary
Location(s): This position will be assigned to the South Hill region that includes these branches Graham South Hill and Eatonville
Hours Per Week: 32 per week
Schedule:
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
OFF
11:40 - 8:10
11:40 - 8:10
11:40 - 8:10
OFF
OFF
8:40 - 5:10
*Schedule is subject to change.
Union Status: Non - Represented (Temporary)
Candidate Submission Timelines:
TRANSFER Candidates: Transfer eligible candidates internal to PCLS will be given first consideration for this position through the Transfer Closure date. Please review the SharePoint Transfer Process Overview.
INTERNAL Candidates: To be considered for this position please submit your resume and up to 4 additional attachments to display your knowledge skills and abilities for consideration for this position no later than 5:00 p.m. on closing date below.
Submissions after the Closure Date below will not be considered:
- Internal Candidates Closure Date: Tuesday June 17th at 5:00pm
Veteran Status: Applicants wishing to claim Veterans Preference should select the percentage that they qualify for 5% or 10% during the application process. More information about Veterans Preference such as the difference in percentage can be foundhereandhere. If you need more information please contact us at:
Position Summary
Provides high quality customer service for diverse customers of all ages at assigned library location(s). Assists customers in gaining access to a wide variety of services including but not limited to library accounts public technology assistance readers advisory services and community outreach. Supports Librarians in the coordination and implementation of programs focusing services to assigned audiences and/or specialties including but not limited to youth teen and/or adults or desginated as a generalist floats.
Essential Functions
Class specifications are intended to provide a descriptive list of the range of duties performed by employee in the class. Specifications are not intended to reflect all duties performed within the job.
- Delivers high-quality customer-focused services to diverse customers of all ages.
- Will be assigned to serve specific audiences such as youth teens adults or designated as a generalist float.
- Customer Experience Specialist floats require a general knowledge of age specific audience needs but will not specialize in any one audience. Floats are assigned to multiple locations to cover the absence of staff. Generalist floats will not be responsible for the long term planning and/or execution of age specific audience services.
- Assists customers in locating materials in the branch and online promotes library collections and events.
- Under the direction of a Librarian assists in the planning and delivery of programs and services.
- Uses developmental principles to fulfill service and programmatic requirements based upon target audiences.
- Provides customer technology support for online services public computing Library catalog databases/electronic collections hardware and public-facing software.
- Conducts reference interviews provides readers advisory research services and instruction in person online and other various formats.
- Communicates and applies the Librarys policies and procedures; addresses and assists in resolving customer concerns incidents and complaints.
- Performs routine circulation and customer account management duties (e.g. check in/out materials shelving process holds library card registration cash handling and account inquiries).
- Creates in-branch displays merchandises collections and develops materials to aide in the customers discovery of new titles.
- Under the direction of a Librarian may represent the library at community meetings school events and community events to share information about library services.
- Participates on library project teams and committees facilitates meetings as appropriate and within the scope of the position summary and essential functions.
- Under the direction of a Librarian participates in the maintenance and development of Library collections evaluates and identifies materials for repair or replacement.
- Acts as Person In Charge as delegated or scheduled.
- Routinely provides customer feedback to supervisors to ensure the customers voice and perspective is received and reviewed.
- Reports matters of public concern regarding waste inefficiency corruption discrimination and/or safety to the attention of the designated Library official and any other matters as required under Library policy.
- Performs other duties as assigned or required.
Additional Duties and Responsibilities
Duties are considered non-essential and include the following:
Reports to Customer Experience Supervisors. No supervisory responsibilities are exercised. May direct
the work of additional staff and Volunteers when delegated by a supervisor and will act as Person in
Charge as delegated or scheduled
Core Skills & Qualities / Leadership Competencies
Employees are expected to demonstrate the following qualities at all times:
- Customer Focus
- Teamwork
- Communications
- Leadership
- Problem Solving
- Change and Learning
- Positive Attitude
- Professional Integrity
- Diversity
Required Knowledge Skills and Abilities
The employee is expected to perform or possess the following:
Minimum Requirements including Education License or Certifications:
- Associates Degree
- Two years library experience/customer service experience AND
- Two years experience presenting facilitating programming instructing leading groups or teaching; OR
- Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
- Based on area of assignment a Drivers License may be required.
- Must pass criminal background screening prior to hire.
- Specialists desginated as generalist floats will be assigned to work at multiple locations.
- The ability to work evenings and weekends as assigned and to adapt to schedule changes.
Technology Requirements:
Required:
- Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS performance review network drive storage)
- Use of basic office equipment (e.g. PC printer phone fax mouse security alarm)
- Basic keyboard and alpha/numeric data entry skills
- Basic PC navigation skills in a windows based environment; ability to connect and print
- Ability to navigate search and use basic web functions and applications
- Intermediate MS Office Suite skills (e.g. Outlook Word Excel) to satisfactorily complete job responsibilities
- Specialized equipment or software skills sufficient to satisfactorily complete job responsibilities
Desired:
- Integrated Library System Inventory or Data Management system experience
- Ability to successfully complete Basic MOS Certification or Course
- Digital media digital collections and ebooks knowledge
Physical and Environmental Conditions:
Work is conducted in a normal office setting or library environment that provides comfortable lighting temperature and air conditions and/or regular contact with public. When delivering service outside of PCLS locations weather physical and environmental conditions will vary and work will adhere to additional PCLS safety protocols. Occasional light lifting such as three to four reams of paper four or five books or other library materials up to 35 pounds may be required. Subject to sitting and standing for extended periods of time talking bending reaching and lifting objects weighing up to 30-35 pounds. May lift or push up to 50 pounds as needed. Must be able to lift and carry library materials and push/pull loaded carts.
Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms e.g. use of safe work place practices with office equipment and/or avoidance of trips and falls and observance of fire regulations.
Work may be performed in a library environment and involve regular contact with the public and/or require push/pull loaded carts.
Benefits:
- Sick Leave
- Medical Dental and Basic Life Insurance
- Long-Term Disability
- Vacation
- State Retirement System
- Employee Assistance Program
- Employees have an opportunity to participate in the Tax Sheltered Annuity Program and the Deferred Compensation Program.
- Additional life insurance for the employee and family is available through payroll deduction.
Required Experience:
Unclear Seniority
Employment Type
Temp
