Customer Experience Representative

Description Working at Poudre Libraries is about being part of a dynamic organization that is transforming the community and having fun along the way. You’ll be instrumental in helping our library customers connect to the ideas, information, and resources that spark their curiosity and support lifelong learning. More than 1 million people come through our doors each year and tens of thousands more access important library services online and through our outreach efforts, making the Library District – and its staff – an indispensable public resource. Come check us out! SELECTION PROCESS: All applicants must apply online and submit a cover letter and resume. Applicants will receive an email acknowledgment when the application has been successfully submitted. Applicants who are selected for further testing or interviews will be contacted by someone on the hiring team to schedule. Please keep your contact information up-to-date. NO PHONE CALLS, PLEASE. Post-offer background and MVR check is required. JOB TITLE: Customer Experience Representative REPORTS TO: Circulation Supervisor DEPARTMENT: Circulation LOCATION: Multiple Library Locations FLSA STATUS: Non-Exempt JOB CLASSIFICATION: Hourly BENEFITS: Hourly Benefits HIRING RANGE: $16.93/hour JOB SUMMARY Poudre Libraries is hiring Circulation Experience Representatives to join our amazing Circulation teams! As the Circulation Experience Representative, you will provide support and assistance to the Circulation Supervisor and Assistant Circulation Supervisors. ESSENTIAL DUTIES + RESPONSIBLITIES Including the following: • Create a welcoming environment for all customers and staff that fosters equity, diversity, and inclusion by seeking to understand, respect, and value individual differences. • Demonstrates tactful and conscientious service to people of all ages, races, abilities, cultures, and genders. • Effectively and efficiently performs job tasks and presents a positive image of the library in attitude, communications, and presence while performing duties in both the public and staff areas accurately and with a minimum of errors. • Performs shelving duties such as loading and unloading carts, ordering, sorting and shelving books and other library materials. • Operates Automated Materials Handler (AMH) machine including routine upkeep and basic troubleshooting. • Retrieves, processes, and sorts library materials to fulfill customer requests. • Monitors and assists with overflow/crowding of collections and reports areas of concern to supervisor. • Researches item-specific information in the library database. • Navigates library databases, creates new customer accounts, and updates and maintains records with established formatting and in compliance with Colorado Library Privacy Law. • Assists customers with circulation-related tasks, including: • Checking library materials in and out • Placing holds • Providing directional assistance • Collecting fees including collection agency accounts under $75 with supervisor support • Answering basic questions • Supporting public printing, copying, and faxing services • Troubleshoots customer concerns and account issues under the direction of a supervisor. • Maintains a clean, organized work area. • Demonstrates a professional, positive, cooperative, flexible, team-oriented working relationship with customers, volunteers, and staff. • May provide basic training and support to new hires, work study students, volunteers, and existing staff as assigned by a supervisor. • May assist customers in locating and/or reserving study room spaces. • May assist with recording accurate circulation statistics under the direction of a supervisor. • May support Person in Charge (PIC) in opening and closing the library in the absence of a supervisor. • Helps to maintain safety, security and healthy environments in the library. Responds to facility hazards and emergencies according to protocols. • Stays current on Poudre Libraries policies, processes, procedures, events, and technologies required to perform work duties. Participates in training and continuing education as needed. • Performs other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. KNOWLEDGE, SKILLS + ABILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Must possess excellent customer service experience and skills, including deescalating difficult patrons and navigating occasional volatile situations. • Must possess excellent communication skills; ability to communicate effectively and appropriately with a diverse population, co-workers, and supervisor. • Ability to read and interpret a variety of documents. • Ability to do detailed work, including data entry, accurately. • Ability to work a flexible schedule, including night and weekend shifts. • General knowledge of office equipment. • Ability to learn and use new technologies. • Basic math skills. EDUCATION + EXPERIENCE Minimum of one (1) year customer service experience is desirable. CERTIFICATES + LICENSES None required. LANGUAGE ABILITIES • Ability to read and speak English fluently is required. • Conversational ability in other languages is desirable. SUPERVISORY RESPONSIBILITIES This position has no supervisory responsibilities. WORK ENVIRONMENT + PHYSICAL DEMANDS The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this job, the employee is exposed and/or required to: • Work primarily in a public library environment and sometimes in community settings. • The demands on the visual sense are very high. • Regularly sit, stand, walk, use hands to handle or feel, lift and/or move up to 10 pounds, talk and hear. • Regularly reach, lift and move arms above shoulder level. • Occasionally push moveable carts weighing up to 150 pounds. • Occasionally lift and/or move materials weighing up to 30 pounds. • Occasionally bend, stoop, kneel, crouch, crawl, climb, or balance. • Concentrate on and complete tasks in the presence of distractions. • Regularly operate a variety of standard office equipment including a computer, laptop and/or tablet PC, telephone, e-reader, calculator, point of sale system, bar code reader, copy and fax machines. • Continuous and repetitive arm, hand, and eye movement. • Moderate to loud noise levels. • Travel to/from meetings and various locations. • Work shifts vary and occur during all library operating hours. Important Information The Poudre Libraries will make reasonable accommodations for access to Library District services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6740 for assistance. Poudre Libraries is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to gender (regardless of gender identity or gender expression), race, color, religion, creed, national origin, ancestry, age 40 years or older, marital status, disability, sexual orientation, genetic information, pregnancy or other characteristics protected by law. For the purpose of this Library District policy “sexual orientation” means a person’s actual or perceived orientation toward heterosexuality, homosexuality, and bisexuality. Note: Some information in your application may be public information under the Colorado Open Records Act. Benefits This position is not eligible for benefits. Information about leave, wellness, and learning & development can be found here. About Poudre Libraries Poudre Libraries creates opportunities and builds connections to strengthen our community. Poudre River Public Library District was established in 2006 by voter approval. The District’s shared resources serve more than 2,010,000 people across a vast 1,800 square-mile region in northern Larimer County, Colorado. Anchored by three libraries in Fort Collins and a robust Outreach Department, the District is dedicated to matching diverse communities’ needs, interests, and priorities with exceptional opportunities for learning, intellectual stimulation, and personal enjoyment. In all its endeavors, the District aims to enrich the cultural, educational and economic life of the growing regional area which it serves.