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Pierce County Library

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INTERNAL ONLY- Customer Experience Specialist- Youth Services - DuPont and Orting

Customer Experience

DuPont and Orting, WA
ID: 689-485

INTERNAL ONLY-Customer Experience Specialist- Youth Services - 2 positions

Pierce County Library System


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 below). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.

Hiring Range: $24.30 – $28.17 per hour

Pay Grade Range: $24.30 – $33.64 per hour

FLSA Status: Hourly, Non-exempt

Position Status: Regular

Hours Per Week: 40


DuPont: Su: Off, M: off, T: 9am-5:30pm, W: 9am-5:30pm, TH: 9am-5:30pm, F: 9am-5:30pm, Sa: 9am-5:30pm

Orting: Su: Off, M: off, T: 9:15am-6:15pm,W: 9:15am-6:15pm, TH: 9:45am-6:15pm, F: 8:15am-4:15pm, Sa: 8:15am-4:15pm

Schedules subject to change

Union Status: Represented

Closing Date: 5:00 p.m. on Thursday, October 22, 2020

Application Instructions & Requirements:  In addition to completing the application, a resume is required and a cover letter is strongly encouraged. To be considered for this position, please apply and submit required documentation through this site no later than 5:00 p.m. on closing date (above)Applications received after the deadline will not be considered.


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.


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, and adults.
  • 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 Library’s 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 customer’s 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:

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


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
  • 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


  • 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.



  • 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.

This position is located in DuPont and Orting, WA. View the Google Map in full screen.