Customer Experience Associate Adult

The Jacksonville Public Library is actively seeking one (1) Customer Experience Associate - Adult.

This is professional library work performing basic reference services collection maintenance writing or presenting programs. Work requires knowledge of techniques methods and procedures used in the library system which involves the use of specialized skills acquired through a combination of education and with on the job experience preferred. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. As a lead worker may schedule assign monitor and review the work of others under general guidance of the supervisor and serve as person on duty as assigned. Contacts with customers and co-workers require skills in understanding and influencing people which are important in providing services including skills of persuasiveness assertiveness and sensitivity to others point of view required to influence behavior change an opinion or turn a situation around. The work is standardized in that tasks are covered by diversified procedures but because of changing priorities or different situations employee has the latitude to consider which of the many procedures or standards should be followed and in what sequence. The work involves differing situations requiring use of judgment in search for solutions or new applications within ones known experiences. Work is performed in an office community or library environment to promote library services. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. Due to the nature of library operations the employee may be required to work evenings and on weekends and at various branch locations. The physical demands consist mainly of moving from one work location to another sitting or standing at a workstation for extended periods of time walking bending stooping pushing pulling reaching and squatting using standard office and library equipment on an ongoing basis and may be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds. The work is performed under general supervision where the work assignments are varied and although subject to standard practices and procedures the worker is permitted some latitude to set own priorities subject to superiors approval.

Do you want to earn four weeks off during your first year of employment Do you want low and no cost health insurance options If you answered yes to any of these questions you need to complete your application now. Work for the city you love!!!

Did you know as a City of Jacksonville employee you would also have 12 paid holidays and a personal leave day as well In addition to health insurance dental vision life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after 10 years of public service and on-time payments.

• Performs all borrowing information services readers advisory reference duties performed in face-to-face virtual and outreach settings.
• Designs delivers promotes and facilitates programs activities and events in the library virtually and at outreach engagements.
• Engages with customers to deliver adult services and connect customers to collections programs and other services in the library virtually and at outreach engagements.
• Selects organizes and manages adult programs presented by internal and external experts in the library virtually and at outreach engagements.
• Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience.
• Keeps abreast of changing technology and demonstrates proficiency in the Library Technical Competencies.
• Compiles data prepares reports may assist and/or make oral presentations.
• Serving as lead worker may schedule assign monitor and review the work of others under general guidance of a supervisor.
• Participates in the interview process for the selection of new staff.
• Trains and instructs new employees and volunteers regarding library policies practices and procedures.
• Actively seeks and utilizes feedback ideas and recommendations from staff customers and community members regarding library programs and services.
• Serves as person on duty as assigned.
• Required to work public service floor.
• Assists with maintaining appearance standards by reporting facilities issues and picking up litter on library grounds.
• Operates standard office and library equipment such as personal computers using work processing spreadsheet database and other related software peripheral and electronic devices cash registers copiers fax machines microfilm and microfiches equipment and calculators.
• Demonstrates proficiency in the City of Jacksonvilles competencies.
• Performs related work as required.

• Knowledge of library procedures techniques and policies.
• Knowledge of the Librarys organization operation policies and procedures.
• Knowledge of library resource materials and reference sources.
• Ability to perform all borrowing information services readers advisory reference duties performed in face-to-face virtual and outreach settings.
• Ability to design deliver promote and facilitate programs activities and events in libraries virtually and at outreach engagements.
• Ability to engage with customers to deliver adult services and connect customers to collections programs and other services in the library virtually and at outreach engagements.
• Ability to select organize and manage adult programs presented by internal and external experts in the library virtually and at outreachengagements.
• Ability to use computer databases including computerized catalog and circulation systems.
• Ability to interview and gather data.
• Ability to interpret rules regulations and policies.
• Ability to schedule assign monitor and review the work of others.
• Ability to develop organize and conduct training sessions and workshops.
• Ability to serve as person on duty as assigned.
• Ability to gather information from customers and effectively respond to their complaints and inquiries.
• Ability to understand and apply library techniques methods and procedures including classification systems.
• Ability to provide customer service in a library setting.
• Ability to communicate effectively verbally and in writing.
• Ability to review library materials and recommend purchases.
• Ability to establish and maintain effective working relationships.
• Ability to compile and interpret statistical data.
• Ability to accept feedback and modify service delivery to better meet departmental and system goals.
• Ability to prioritize to achieve results within established deadlines.
• Ability to work with diverse populations and to provide services in a non-judgmental and non-discriminatory manner.
• Ability to operate standard office and library equipment such as personal computers using word processing spreadsheet database and other related software peripheral and electronic devices cash registers copiers fax machines microfilm and microfiche equipment and calculators.
• Depending on assignment must have ability to travel between various locations to meet the assignments of the position.

• A Bachelors Degree from an accredited institution is required.
• Experience in education retail or library support work is preferred.
• Basic computer skills required.

• Depending on assignment a valid drivers license may be required and must be maintained during employment in this class.
• Depending on assignment must qualify for prior to appointment obtain and maintain during employment in this class a City of Jacksonville Public Driver Certification.

• The probationary period for this classification is six months.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED.Apply at . Work history is required for all employment/volunteer work in which qualifications are being based. A copy of your college transcript with your social blacked out is required with your application. Transcripts do not need to be official but must state your name the schools name classes taken grades received type of degree and date degree was conferred.

The application system works best with Google Chrome or Edge with Chromium web browsers. Please try to apply using one of these browsers. To ensure you receive email notifications be sure to make a trusted sender. You may also track the status of your application and see notifications by logging into your account. For further information regarding the application process please refer to the Frequently Asked Questions on the website.

Certain servicemembers and veterans and the spouses and the family members of such service members and veterans receive preference and priority and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment and are encouraged to apply for positions being filled.

If claiming veterans preference you must attach a DD-214 (Member Form-4 copy) or military discharge papers or equivalent certification from the Department of Veterans Affairs listing military status dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable the additional forms as noted here: a candidate believes he or she was not afforded veterans preference he or she may file a written complaint within sixty (60) calendar days upon receipt of notification of the hiring decision requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans Preference Coordinator

11351 Ulmerton Road Suite 311-K

Largo FL 33778-1630

Email: