Bilingual Spanish Contact Center Representative

This is an internal job posting. Only former Multnomah County employees on an active recall list may apply for this opportunity through this site.

Current employees: Please apply through the employee portal to be considered for this opportunity.

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Closing Date (Open Until Filled if No Date Specified):

The Opportunity:

Youre speaking our language.

At Multnomah County Library we are committed to making the Library accessible to everyone. To make that happen we actively seek out diverse candidates who have a desire to bring their lived and learned experiences to work every day in order to serve the greater community. It is our hope that these efforts create an organization that reflects the diverse community we serve.

Thats why we want to speak with you!

Multnomah County Library is seeking Bilingual Spanish customer service professionals to join our Library Contact Center staff.

This is an internal recruitment open to all current regular probationary/trial service and limited duration employees or those in a paid or unpaid internship program at the time of recruitment who are in paid status on approved leave or on an active recall list. Additionally current temporary and on-call employees may apply for an internal recruitment provided that they were currently or previously hired through a civil service process.

The Library Contact Center is a system-wide service that provides virtual account assistance and information services. It is the first point of contact for the 200000 remote and virtual patrons who contact us every year by phone over email and through chat and text. The Contact Center and streamlines virtual service to create a better patron experience.

As one of those customer service experts you will handle patron account management and general informational needs with a specific focus on our Spanish-speaking patrons. However you will assist all patrons in navigating library services including those offered through our website. This assistance may include:

• Interviewing patrons to determine the nature of their questions as well as basic patron services (finding and registering for events booking meeting rooms suggesting a purchase booking various library staff appointments).
• Using the Integrated Library System (ILS).
• Explaining circulation policy/procedure and account management.
• Handling general informational inquiries such as Tri-met information directions directory assistance word etymology weather inquiries Wikipedia or Internet Movie Database inquiries and more.
• Troubleshooting ebook applications and devices and providing basic technical support to patrons.
• Being scheduled for in-person customer service in a physical location.

You will also assist in shaping the nature of the Librarys virtual services by:

• Providing input on changes to virtual services parameters practices and policies (e.g. copyright practices mailing size and costs patrons who need clearly defined boundaries).
• Documenting debriefing following-up and problem solving with other Contact Center Team members around patron thresholds and service issues related to virtual transactions.
• Training mentoring and coaching other staff in virtual services best practice and related topics.
• Attending various meetings such as staff meetings and regular huddles.
• Completing various clerical tasks like scheduling writing reports record keeping and other related items.
• Serving on committees task forces and project teams.

The library is open and welcoming to all members of our community including individuals who may be encountering hardships or challenges that affect their behavior and interactions. This position requires someone with the ability to work respectfully and capably with people from all backgrounds and age groups. You must demonstrate a positive attitude excellent interpersonal skills cultural sensitivity and a sense of humor while working with customers co-workers and providing customer service you may encounter situations that require de-escalation or assistance from a supervisor or person-in-charge. Your ability to exercise quick and mature judgment in dealing with potentially disruptive physically dangerous or abusive customers and emergencies is crucial.

Multnomah County Library is committed to supporting our communities of color and other communities subjected to marginalization by centering race and intersectionality in the services we provide. As a member of our team all staff are expected to act as allies to library staff and patrons from communities of color and other groups subjected to marginalization by:

• Speaking up to support staff and patrons subjected to marginalization
• Speaking out against racism and oppression
• Demonstrating behavior that is culturally aware and sensitive

Learn more about the librarys services on our website.

To Qualify
We will consider any combination of relevant work experience volunteering education and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific about how your background is relevant.

Minimum Qualifications/Transferable Skills:

• Three (3) years of customer service oriented experience.
• High school diploma or the equivalent.
• Ability to speak read and write fluently in Spanish as well as English.
• Thorough knowledge of and/or extensive experience with the Spanish speaking community demonstrated by knowledge of the traditions values and customs of the community being served.
• Ability to pass a criminal records check should a job offer be extended and not currently employed by the Library. Results of the records check will be reviewed on an individualized basis. A conviction is not an automatic bar to employment.

Preferred Qualifications/Transferable Skills: You do not need to have the following preferred qualifications/transferable skills to qualify. However keep in mind we may consider some or all of the following when identifying the most qualified candidates. Please clearly explain on your application how you meet any of the following preferred qualifications/transferable skills.

• Library clerical or information service experience is preferred.
• Remote or virtual customer service experience is preferred.

Screening and Evaluation:
The Application Packet:

• A completed online application.

Please only apply once for this opportunity. The hiring list created from this recruitment will be used to fill current and future part-time full time temporary and limited duration positions.

The Selection Process: For details about how we typically screen applications review our overview of the selection process page. We expect to evaluate candidates for this recruitment as follows:

• Initial review of minimum qualifications
• An evaluation of application materials to identify the most qualified candidates
• Consideration of top candidates/interviews
• References and criminal records check

Additional Details
Hybrid Telework: This position is designated as hybrid telework meaning you will be working both remotely (from home) and in person at an onsite location. The designation of Hybrid Telework may be subject to change at a future time. All employees must reside in Oregon or Washington; the county cannot support ongoing telework from other locations. The onsite work location for this position is Central Library located at 801 SW 10th Avenue Portland OR 97205.

Equal Pay Law: Please be advised that the pay range listed for this position is intended to provide general guidance on the earning potential for the role. However actual compensation will be determined in accordance with the Oregon Equal Pay Law and will take into account factors such as the candidates relevant experience and education. Candidates should expect that initial offers will be made within the listed pay range and may not be at or near the top of the range.

Serving the Public Even During Disasters: Everyday Multnomah County staff work together to serve as a safety net for our communities. During a disaster this safety net becomes even more critical. All County employees have a role in serving the public during inclement weather natural disaster or other types of community emergency response. During these emergency responses while typically there begins with a call for volunteers county employees may ultimately be reassigned from their current position to a role in the emergency response in order to support the critical needs presented by our communities. For more information please visit the Disaster Service Worker Information page.

In accordance with Oregon Law Multnomah County is not collecting school attendance dates in the initial application process; please do not include these dates in your resume cover letter and other application materials.

Diversity and Inclusion: At Multnomah County we dont just accept difference; we value it and support it to create a culture of dignity and respect for our employees.

We are proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran or protected veteran status genetic information and other legally protected characteristics. The EEO Know Your Rights poster is available for your reference. Multnomah County is a VEVRAA Federal Contractor. We request priority protected veteran referrals.

Veterans Preference: Under Oregon Law qualifying veterans may apply for veterans preference. Review our veterans preference page for details about eligibility and how to apply.

Accommodation under the Americans with Disabilities Act: We gladly provide reasonable accommodation to anyone whose specific disability prevents them from completing an application or participating in this recruitment process. Please contact the recruiter below in advance to request assistance. Individuals with hearing or speech impairments may contact the recruiter through the Telecommunications Relay Service by dialing 711.

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Application information may be used throughout the entire selection process. This process is subject to change without notice.

Disclaimer: This announcement is intended as a general descriptive recruitment guide and is subject to change. It does not constitute either an expressed or implied contract.

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