Customer Experience Librarian - Youth

The Jacksonville Public Library Department is actively seeking two (2) Customer Experience Librarian - Youth

This is professional work at the lead‑worker level providing research and reference services, development and maintenance of collections, program development and presentation, reader’s advisory, and outreach establishing community partnerships. Work will serve youth from 0 – 18 years of age and their families. Serve as person on duty as assigned. Work requires an understanding and application of Library Science and management theories, principles, and practices gained through an American Library Association accredited program or an equivalent level of practical knowledge gained through experience.

Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. May schedule, assign, monitor, and review the work of others. Work involves frequent contact with library customers, co‑workers, volunteers, and others requiring skill in understanding people, sensitivity to varying points of view, and persuasiveness necessary to influence behavior, change an opinion, or resolve a situation.

The work is standardized in that tasks are covered by diversified procedures; because of changing priorities or different situations, employees have the latitude to consider which of the many procedures or standards should be followed and in what sequence. The work involves differing situations requiring use of judgment in search for solutions or new applications within ones’ known experiences. Work is performed in an office, library, or community environment to promote library services.

Due to the nature of library operations, the employee may be required to work evenings and on weekends, and at various branch locations. The physical demands consist mainly of moving from one work location to another, sitting or standing at a workstation for extended periods of time, walking, bending, stooping, pushing, pulling, reaching, and squatting and operates standard and library equipment on an ongoing basis.

May be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. The work is performed under limited supervision where the work assignments are subject to established procedures, practices, techniques, and/or policies, and the employee plans and organizes the work, determines their own priorities, and the work is reviewed, usually after the fact, in terms of quality, volume, timeliness, and adherence to established procedures and policies.

• Performs all borrowing, information services, reader's advisory, reference duties performed in face-to-face, virtual and outreach settings.
• Designs, delivers, promotes, and facilitates programs, activities, and events in the library, virtually and at outreach engagements.
• Integrates literacy practices into customer interactions whenever possible to help develop literacy skills.
• Engages with customers to deliver youth services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience.
• Compiles data, prepares reports, may assist, and/or make oral presentations.
• Keeps abreast of research, trends, and changing technology as it relates to youth services and development and demonstrates proficiency in the Library Technical Competencies.
• Monitors and reviews budget appropriations and expenditures for assigned work activity.
• May schedule, assign, monitor, and review the work of others.
• Serves as person on duty as assigned.
• Participates in the interview process for the selection of new staff.
• Trains and instructs employees and volunteers regarding library policies, practices, and procedures.
• Actively seeks and utilizes feedback, ideas, and recommendations from staff, customers, and community members regarding library programs and services.
• Operates standard office and library…