Part-time Customer Experience Associate

Overview

The part-time Customer Experience Associate performs basic reference services, collection maintenance, writing or presenting programs and/or customer service assistance or programs to children of all ages and their parents/caregivers. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds.

May serve as person on duty as assigned. Due to the nature of library operations, the employee may be required to work evenings and on weekends.

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, 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.
• Depending on assignment, may:
• Integrate literacy practices into customer interactions whenever possible to help develop literacy skills.
• Engage with customers to deliver youth services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Engage with customers to deliver adult services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Select, organize, and manage adult programs presented by internal and external experts in the library, virtually and at outreach engagements.
• Keeps abreast of changing technology and demonstrates proficiency in the Library Technical Competencies.
• Actively seeks and utilizes feedback, ideas, and recommendations from staff, customers, and community members regarding library programs and services.
• May serve as person on duty as assigned.
• Required to work public service floor.
• Assists with maintaining appearance standards by reporting facilities issues and picking up litter on library grounds.
• Operates standard office and library equipment such as personal computers using work processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiches equipment, and calculators.
• Performs related work as required.

• Knowledge of library procedures, techniques, and policies.
• Knowledge of the Library s organization, operation, policies, and procedures.
• Knowledge of library resource materials and reference sources.
• Ability to perform all borrowing, information services, reader s advisory, reference duties performed in face-to-face, virtual and outreach settings.
• Ability to design, deliver, promote, and facilitate programs, activities, and events in libraries, virtually and at outreach engagements.
• Ability to engage with customers to deliver adult and/or youth services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Ability to select, organize, and manage adult and/or youth programs presented by internal and external experts in the library, virtually and at outreach engagements.
• Ability to use computer databases including computerized catalog and circulation systems.
• Ability to interview and gather data.
• Ability to interpret rules, regulations, and policies.
• Ability to develop, organize and conduct training sessions and workshops.
• Ability to gather information from customers and effectively respond to their complaints and inquiries.
• Ability to understand and apply library…