Customer Experience Assistant Bonney Lake and Sumner

Customer Experience Assistant - 32 Hours

Pierce County Library System

Hiring Range: $25.10 - $29.11 per hour/ year; Pay Grade Range: $25.10 - $34.75 per hour/year

Compensation

PierceCounty Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay isestablishedtypically within the hiring range below based upon the experience of the individual hiredintothe role. Our compensation package also includes annual increases for eachadditionalyear 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.

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 and readers advisory services. This position supports the library in providing direct customer service to all library customers.

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.
• Works with customers in person by telephone and digitally.
• 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).
• Provides basic reference and readers advisory assistance in person online and other various formats.
• Provides hardware and software support for customer-accessed technologies instructs and trouble-shoots customers access to databases and electronic collections.
• Provides assistance to customers to locate library materials in the building and online promotes library services.
• Processes sorts and shelves library materials as necessary; maintains periodicals.
• Prepares and maintains displays; updates bulletin boards posters and flyers.
• Counts and balances deposits and prepares weekly financial reports.
• Acts as Person In Charge as delegated or scheduled.
• Assists with program support as directed by a Supervisor or Librarian.
• Participates on project teams and committees as appropriate and within the scope of the position summary and essential functions.
• Routinely provides customer feedback to supervisors to ensure the customers voice and perspective is received and reviewed.
• Brings matters of public concern regarding waste inefficiency corruption discrimination and safety to the attention of Library Management.
• Demonstrates punctuality and regular and consistent attendance.
• Performs other duties as assigned or required.

Additional Duties and Responsibilities

Duties are considered non-essential and include the following:

• Reports to a Customer Experience Supervisor. May direct the work of additional staff and Volunteers under the direction of a supervisor. 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 in a related field and
• Two years public library/customer service experience; OR
• Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
• Depending on area of assignment a valid Washington State Drivers License may be required.
• Must pass criminal background screening prior to hire.
• May be assigned to work at multiple locations. The ability to work evenings and weekends on a rotating schedule 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 copier 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 All other roles
• Specialized equipment or software skills sufficient to satisfactorily complete job responsibilities (e.g. HRIS)

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.

The above position description is not intended as nor should it be construed as exhaustive of all responsibilities skills efforts or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

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.

• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Ability to work effectively with diverse populations including children teens and adults
• Proficiency in basic computer applications including Microsoft Office Suite and internet browsers
• Ability to learn and navigate library management systems and online catalogs
• Strong organizational and time management skills
• Ability to multitask and prioritize in a fast-paced public service environment
• Attention to detail and accuracy in handling patron accounts and library materials
• Ability to work both independently and collaboratively as part of a team
• Problem-solving skills with a patron-focused approach
• Basic technology troubleshooting skills for computers printers and self-service equipment
• Commitment to equity diversity and inclusion in public service
• Ability to maintain confidentiality of patron information in accordance with library policies
• Flexibility and adaptability to changing priorities and scheduling needs
• Bilingual or multilingual communication skills are a plus