Customer Experience Assistant - Lakewood Region; Lakewood, DuPont and Tillicum

Customer Experience Assistant - Lakewood Region (Lakewood, DuPont and Tillicum)

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

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: Non‑exempt

Position Status: Regular

Location(s): Lakewood (LWD), Tillicum (TIL), DuPont (DPT)

• Sunday – Off
• Monday – 10:35 AM – 7:05 PM
• Tuesday – 10:35 AM – 7:05 PM
• Wednesday – Off
• Thursday – Off
• Friday – 9:35 AM – 6:05 PM
• Saturday – 9:35 AM – 6:05 PM

* Schedule is subject to change.

Union Status: Represented

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.

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 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).
• 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 customer’s 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.

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.

Employees are expected to demonstrate the following qualities at all times:

• Customer Focus
• Teamwork
• Communications
• Leadership
• Problem Solving
• Change and Learning
• Professional Integrity
• Diversity

The employee is expected to perform or possess the following:

• Associate’s Degree in a related field, and
• Two years public library/customer service…