Pierce County Library System
Pierce County Library System (PCLS) is seeking a talented and influential leader who demonstrates our core skills and qualities and has a strong commitment to customer experience. This is a unique opportunity to work in a newly created position within the Customer Experience Department to support core library services. The Customer Service Coordinator is a results-oriented and innovative thinker who facilitates and guides improvements to department workflows and public service operations. Data, metrics and evaluations, and project management coupled with a passion for public library service are skills to bring in this role. In addition to leading department training efforts that supports staff to deliver service, the ideal candidate will collaborate with all PCLS departments on projects and processes to support work across the system’s 20 branch locations.
Pierce County Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay is established typically within the hiring range below based upon the experience of the individual hired into the role. Our compensation package also includes annual increases for each additional year of experience and tenure in the role, up to the maximum (current year maximum outlined in pay grade range below). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.
Hiring Range: $65,960.58 - 76,466.45
Pay Grade Range: $65,960.58 - 91,304.90 annually
FLSA Status: Exempt
Position Status: Regular
Hours Per Week: 40
Schedule: Monday – Friday, 8 AM to 5 PM. May include evenings and weekends. Schedule is subject to change.
Union Status: Represented
Closing Date: 5:00 p.m. on Wednesday, March 11, 2020
Application Instructions & Requirements: In addition to completing the application, a cover letter and resume are required. To be considered for this position, please apply and submit required documentation through this site no later than 5:00 p.m. on closing date (above). Applications received after the deadline and resumes received without cover letter will not be considered.
Coordinates and participates in the planning, delivery, and evaluation of assigned system-wide library services. Helps develop and deliver public programs, services and staff training that supports the Library’s strategic initiatives and core services. Provides quality customer assistance to all ages, and applies learning and developmental principles when designing service appropriate to any audience. Actively represents the Library in community activities, develops and responds to partnership opportunities, and promotes Library services and collections.
Class specifications are intended to provide a descriptive list of the range of duties performed by the employee in the class. Specifications are not intended to reflect all duties performed within the job.
Delivers high-quality, customer-focused services to customers of all ages; will be assigned a specific area of coordination that enacts Library initiatives and core services.
Develops, coordinates, delivers, and evaluates departmental public and staff programs and trainings as appropriate to area of coordination.
Participates in the development and implementation of annual work plans, including a broad range of thinking – from strategic to logistical. Actively uses continuous process improvement principles in all aspects of work.
Participates on committees and projects, may serve as project manager; prepares reports and recommendations, may manage project
Develops and maintains partnerships with outside agencies and community organizations; identifies and recommends service opportunities.
Assists in the evaluation of programs and services, uses metrics and outcome-based decision making.
Creates, coordinates, publishes, and updates content for the public website; may coordinate online services.
Appropriate to area of coordination, develops, delivers, and evaluates public and Customer Experience staff programs and trainings.
Routinely consults with branch staff and provides tools and resources within the area of coordination (e.g., responds to and trouble-shoots questions, provides routine communications across the department, identifies training or county-wide program opportunities, etc.).
Coordinates and collaborates with multiple departments, partners, and work teams.
Manages assigned budgets, participates in personnel hiring teams, writes reports and proposals, and participates in routine administrative tasks (e g, meetings, procedural development, documentation, etc.).
Provides complex reference and readers’ advisory services to customers in person, on the phone, and online.
Assists with core branch operations duties as needed (e.g. circulation, collection management and performance, library accounts, public technology assistance).
Acts as Person in Charge, as delegated or scheduled.
Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management.
Accurately communicates the Library’s policies to members of the public in all job-related contacts.
Positively reflects Pierce County Library’s mission, vision, and values to members of the public and to staff.
Performs a variety of functions to include other duties as assigned or required.
Additional Duties and Responsibilities
Duties are considered essential and include the following:
Reports to a supervisory position within Customer Experience; will direct volunteer work; no supervisory responsibility is exercised; will act as Person in Charge as delegated and scheduled.
Core Skills & Qualities / Leadership Competencies
Employees are expected to demonstrate the following qualities at all times:
Change and Learning
Required Knowledge, Skills, and Abilities
The employee is expected to perform or possess the following:
Minimum Requirements including Education, License or Certifications:
Bachelor’s Degree in a related field and two years working with diverse customers; OR Master’s of Library Science; OR combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
A valid Washington State Driver’s License is required.
Must pass criminal background screening prior to hire.
The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes is required.
Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS, performance review, network drive storage)
Use of basic office equipment (e.g. PC, printer, phone, fax, mouse, security alarm)
Basic keyboard and alpha/numeric data entry skills
Intermediate PC navigation skills in a Windows based environment; ability to connect to a device and print
Ability to navigate, search and use basic web functions and applications
Intermediate MS Office Suite skills (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities
Experience with online website content management
Experience with time and attendance systems or processes
Ability to collect, audit, analyze data sufficient to formulate recommendations and make decisions as required by position
Experience in ebook/e-collection and use
Experience with Integrated Library System, Inventory or Data Management system
Ability to document instructions, troubleshoot, and teach basic level MS Office Suite (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities
Troubleshoot and teach basic level questions regarding the above
Training curriculum development
Work order systems
Physical and Environmental Conditions:
Work is conducted in a normal office setting or library environment that provides comfortable lighting, temperature and air conditions and/or regular contact with the public. When delivering service outside of PCLS locations, weather, physical, and environmental conditions will vary and work will adhere to additional PCLS safety protocols. 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.
Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms, e.g. use of safe workplace practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations.
Medical, Dental, and Basic Life Insurance
State Retirement System
Employee Assistance Program
Employees have an opportunity to participate in the Tax Sheltered Annuity Program and the Deferred Compensation Program.
Additional life insurance for the employee and family is available through payroll deduction.