Customer Experience Assistant Lakewood Region Float

Customer Experience Assistant Lakewood Region Float

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.

Essential functions include delivering high-quality, customer-focused services to diverse customers of all ages; working with customers in person, by telephone, and digitally; communicating and applying the Library's policies and procedures, addressing and assisting in resolving customer concerns, incidents, and complaints; performing routine circulation and customer account management duties; providing basic reference and readers' advisory assistance; providing hardware and software support for customer-accessed technologies;

assisting with program support as directed by a Supervisor or Librarian; and routinely providing customer feedback to supervisors.

Core skills and qualities include customer focus, teamwork, communications, leadership, problem solving, change and learning, positive attitude, professional integrity, and diversity.

Minimum requirements include an associate's degree in a related field and two years public library/customer service experience; or any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job. Depending on area of assignment, a valid Washington State Driver's License may be required. Must pass criminal background screening prior to hire.

May be assigned to work at multiple locations. The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes.

Technology requirements include ability to effectively navigate basic electronic record creation and storage; use of basic office equipment; basic keyboard and alpha/numeric data entry skills; basic PC navigation skills in a windows based environment; ability to navigate, search and use basic web functions and applications; intermediate MS Office Suite skills; and specialized equipment or software skills sufficient to satisfactorily complete job responsibilities.

Physical and environmental conditions include work conducted in a normal office setting or library environment that provides comfortable lighting, temperature and air conditions and/or regular contact with public. 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.

Benefits include sick leave, medical, dental, and basic life insurance; long-term disability; vacation; state retirement system; employee assistance program; opportunity to participate in the Tax Sheltered Annuity Program and the Deferred Compensation Program; and additional life insurance for the employee and family available through payroll deduction.