Customer Experience Associate - Youth

The Jacksonville Public Library is seeking two (2) Customer Service Experience Associate – Youth.

This is professional work at the lead worker level providing customer service assistance or programs to children of all ages and their parents/caregivers. Work requires knowledge of techniques, methods, and procedures used in the library system, which involves the use of specialized skills acquired through a combination of education and on‑the‑job experience. It supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience.

As a lead worker, you may schedule, assign, monitor, and review the work of others under general guidance of the supervisor and serve as person on duty as assigned. Contacts with customers and co‑workers require skills in understanding and influencing people – including persuasiveness, assertiveness, and sensitivity to others’ points of view – to influence behavior, change opinions, or turn situations around.

The work is standardized in that tasks are covered by diversified procedures, but because of changing priorities or different situations, employee has 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 one’s known experiences. It is performed in an office, community, or library environment to promote library services.

Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. 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, using standard office and library equipment on an ongoing basis, and may be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds.

The work is performed under general supervision where the work assignments are varied and, although subject to standard practices and procedures, the worker is permitted some latitude to set own priorities subject to superior’s approval.

• Performs all borrowing, information services, reader's advisory, and reference duties in face‑to‑face, virtual, and outreach settings.
• Designs, delivers, promotes, and facilitates programs, activities, and events in libraries, 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 library services, virtually and at outreach engagements.
• Supports the overall mission of the Library by providing customer service that creates a positive customer experience.
• Keeps abreast of research, trends, and changing technology as it relates to youth services and development and demonstrates proficiency in the Library Technical Competencies.
• Compiles data, prepares reports, and may assist with and/or make oral presentations.
• Schedules, assigns, monitors, and reviews the work of others under general guidance of a supervisor.
• 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.
• Serves as person on duty as assigned.
• Participates in the interview process for the selection of new staff.
• Operates standard office and library equipment such as personal computers with word processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
• Is required to work public service floor.
• Assists with maintaining appearance standards by reporting facilities issues and picking up…