Part-Time Customer Experience Associate - Adult Details

Part-Time Customer Experience Associate - Adult

City of Jacksonville, FL - Jacksonville, FL

Employment Type : Full-Time

Job Description

This is professional library work performing basic reference services, collection maintenance, writing or presenting programs. 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 with on the job experience preferred. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. As a lead worker, 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 which are important in providing services, including skills of persuasiveness, assertiveness, and sensitivity to others’ point of view required to influence behavior, change an opinion, or turn a situation 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 ones' known experiences. Work 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.

Examples of Work

• 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.
• Engages with customers to deliver adult services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Selects, organizes, and manages adult programs presented by internal and external experts 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.
• Keeps abreast of changing technology and demonstrates proficiency in the Library Technical Competencies.
• Compiles data, prepares reports, may assist, and/or make oral presentations.
• Serving as lead worker, may schedule, assign, monitor, and review the work of others under general guidance of a supervisor.
• Participates in the interview process for the selection of new staff.
• Trains and instructs new 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.
• 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.
• Demonstrates proficiency in the City of Jacksonville’s competencies.
• Performs related work as required.

Knowledge, Skills and Abilities

• 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 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 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 schedule, assign, monitor, and review the work of others.
• Ability to develop, organize and conduct training sessions and workshops.
• Ability to serve as person on duty as assigned.
• Ability to gather information from customers and effectively respond to their complaints and inquiries.
• Ability to understand and apply library techniques, methods, and procedures including classification systems.
• Ability to provide customer service in a library setting.
• Ability to communicate effectively verbally and in writing.
• Ability to review library materials and recommend purchases.
• Ability to establish and maintain effective working relationships.
• Ability to compile and interpret statistical data.
• Ability to accept feedback and modify service delivery to better meet departmental and system goals.
• Ability to prioritize to achieve results within established deadlines.
• Ability to work with diverse populations and to provide services in a non-judgmental and non-discriminatory manner.
• Ability to operate standard office and library equipment such as personal computers using word processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
• Depending on assignment, must have ability to travel between various locations to meet the assignments of the position.

Open Requirements/Supplemental Information

This is a part-time position.

• 
  A Bachelors’ Degree from an accredited institution is required.
• Basic computer skills required.
• Experience in education, retail, or library support work is preferred.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.coj.net. Work history is required for all employment/volunteer work in which qualifications are being based. A copy of your college transcript, with your social blacked out, is required with your application. Transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred.

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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment and are encouraged to apply for positions being filled.

If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference

If a candidate believes he or she was not afforded veteran’s preference, he or she may file a written complaint, within 60 calendar days upon receipt of notification of the hiring decision, requesting an investigation to:

Florida Department of Veterans Affairs
Attention: Veterans’ Preference Coordinator
11351 Ulmerton Road, Suite 311-K
Largo, FL 33778-1630
Email: VeteransPreference@fdva.state.fl.us