Customer Experience Specialist - Youth Services 

Pierce County Library System

With a focus on youth, and under guidance of a Librarian, this position will assist in the planning and delivery of programs and services inside, online and outside of the library.

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.

Hiring Range: $27.43 – $31.80 per hour 

Pay Grade Range: $27.43 – $37.95 per hour

FLSA Status: Hourly, Non-exempt

Position Status: Regular

Location: Buckley

Hours Per Week: 40

Schedule: Sun: OFF; Mon- OFF; Tues-9:30am-6:00pm; Wed-10:40am-7:10pm; Thurs: 9:40am-6:10pm; Fri- 9:40am-6:10pm; Sat-8:40am-5:10pm. 

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: Monday, November 18, 2024 at 5:00pm
• External or Non-Transfer Internal Candidates Closure Date: Monday, November 18, 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 

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 or designated as a generalist floats.

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, adults, or designated as a generalist float.
• Customer Experience Specialist floats require a general knowledge of age specific audience needs, but will not specialize in any one audience.  Floats are assigned to multiple locations to cover the absence of staff. Generalist floats will not be responsible for the long term planning and/or execution of age specific audience services.
• 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.
• Based on area of assignment, a Driver’s License may be required.
• Must pass criminal background screening prior to hire.
• Specialists designated as generalist floats will be assigned to work at multiple locations.
• The ability to work evenings and weekends as assigned 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, 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

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.

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.