Pierce County Library

Customer Experience Coordinator - Operations

Pierce County Library System (PCLS) is seeking a forward-thinking and innovative CE Coordinator - Operations to support core library services within the Customer Experience Department. This position coordinates projects supporting library branch operations through daily operational tasks, such as public space management, supporting Rules of Conduct and behavior management, and incident reporting process and follow-up support. This position will identify, coordinate, and deliver training and support to Customer Experience staff to provide safe, trauma informed library spaces and service for customers. In addition, through a user experience lens, this position supports site leadership on operational needs to bring consistency across the system. The ideal candidate will work with internal and external customers including staff, partners, and community members, understand trauma-informed concepts, and a desire to provide open access to all community members. Project management skills, collaboration, customer focus, and commitment to the Library’s core skills are required.   

Hiring Range: $74,424.71 - 86,274.72 annually; Pay Grade Range: $$74,424.71 - 103,012.07 annually 

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: Exempt

Position Status: Regular

Location: Tacoma, WA

Hours Per Week: 40

Schedule: 

Schedule is subject to change. 

Union Status: Represented

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 StaffWeb Transfer Process Overview.

EXTERNAL OR NON-Transfer 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:

• Transfer Closure Date: Tuesday, April 30, 2024 at 5:00pm
• External or Non-Transfer Internal Candidates Closure Date: Friday, May 3, 2024 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. More information about veteran’s preference, such as the difference in percentage can be found here and here.  If you need more information please contact us at :HR@pcls.us

Position Summary  

Coordinates and participates in the planning, delivery, and evaluation of assigned system-wide library services.  Helps develop and deliver public programs, services and staff training that supports the Library’s strategic initiatives and core services.   Provides quality customer assistance to all ages, and applies learning and developmental principles when designing service appropriate to any audience.  Actively represents the Library in community activities, develops and responds to partnership opportunities, and promotes Library services and collections. May hire, train, supervise, coach, develop, engage, and evaluate the performance of assigned personnel.

Essential Functions

Class specifications are intended to provide a descriptive list of the range of duties performed by the employee in the class. Specifications are not intended to reflect all duties performed within the job.

• Delivers high-quality, customer-focused services to customers of all ages; will be assigned a specific area of coordination that enacts Library initiatives and core services.
• Develops, coordinates, delivers, and evaluates departmental public and staff programs and trainings as appropriate to area of coordination.
• Participates in the development and implementation of annual work plans, including a broad range of thinking – from strategic to logistical. Actively uses continuous process improvement principles in all aspects of work.
• Participates on committees and projects, may serve as project manager; prepares reports and recommendations, may manage project
• Develops and maintains partnerships with outside agencies and community organizations; identifies and recommends service opportunities.
• Assists in the evaluation of programs and services, uses metrics and outcome-based decision making.
• Creates, coordinates, publishes, and updates content for the public website; may coordinate online services.
• Appropriate to area of coordination, develops, delivers, and evaluates public and Customer Experience staff programs and trainings.
• Routinely consults with branch staff and provides tools and resources within the area of coordination (e.g., responds to and trouble-shoots questions, provides routine communications across the department, identifies training or county-wide program opportunities, etc.).
• Coordinates and collaborates with multiple departments, partners, and work teams.
• Manages assigned budgets, participates in personnel hiring teams, writes reports and proposals, and participates in routine administrative tasks (e g, meetings, procedural development, documentation, etc.).
• May hire, train, supervise, coach, develop, engage, and evaluate the performance of assigned personnel.
• Provides complex reference and readers’ advisory services to customers in person, on the phone, and online.
• Assists with core branch operations duties as needed (e.g. circulation, collection management and performance, library accounts, public technology assistance).
• Acts as Person in Charge, as delegated or scheduled.
• Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management.
• Accurately communicates the Library’s policies to members of the public in all job-related contacts.
• Positively reflects Pierce County Library’s mission, vision, and values to members of the public and to staff.
• Performs a variety of functions to include other duties as assigned or required.

Additional Duties and Responsibilities

Duties are considered essential and include the following:

Reports to a supervisory position within Customer Experience; will direct volunteer work; may exercise supervisory responsibility; will act as Person in Charge as delegated and 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

Leaders are expected to demonstrate the following competencies at all times:

• Builds Trustworthy Relationships
• Communicates Effectively
• Builds Successful Teams
• Manages and Develops People
• Achieves Results
• Facilitates Innovation and Change
• Demonstrates Leadership

Required Knowledge, Skills, and Abilities

The employee is expected to perform or possess the following:

Minimum Requirements including Education, License or Certifications:

Bachelor’s Degree in a related field and two years working with diverse customers; OR Master’s of Library Science; OR combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job. 

• A valid Washington State Driver’s License is required.
• Must pass criminal background screening prior to hire.
• The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes is required.

Technology Requirements:

• 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
• Intermediate PC navigation skills in a Windows based environment; ability to connect to a device 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
• Experience with online website content management
• Experience with time and attendance systems or processes
• Ability to collect, audit, analyze data sufficient to formulate recommendations and make decisions as required by position
• Experience in ebook/e-collection and use
• Experience with Integrated Library System, Inventory or Data Management system
• Ability to document instructions, troubleshoot, and teach basic level MS Office Suite (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities

Desired:

• Troubleshoot and teach basic level questions regarding the above
• Training curriculum development
• Presentation software
• Work order systems
• HR systems

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 the 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 workplace practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations.

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.