Customer Experience Representative

Application Deadline: 20 April 2025

Department: Circulation

Employment Type: Part Time

Location: Multiple Library Locations

Reporting To: Serina Pulido

Compensation: $15.25 / hour

Description

JOB TITLE: Customer Experience Representative
 REPORTS TO: Circulation Supervisor
 DEPARTMENT: Library
LOCATION: Multiple Library Locations
 FLSA STATUS: Non-Exempt 
 BENEFITS: Hourly Benefits 
HIRING RANGE: $15.25/hour
JOB SUMMARY
Provides support and assistance to the Circulation Supervisor and Assistant Circulation Supervisors.

ESSENTIAL DUTIES + RESPONSIBILITIES  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.  
• Creates a welcoming environment for all customers, volunteers, and staff that fosters equity, diversity, and inclusion by seeking to understand, respect, and value individual differences. 
• Creates positive customer experiences by demonstrating a welcoming and inclusive presence while representing the library through positive interactions and professional demeanor in all spaces. 
• Provides responsive, courteous service to all customers, regardless of age, race, class, gender, appearance, or ability. 
• 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 which include: 
  • 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. 
• Stays current on Poudre Libraries policies, processes, procedures, and technologies required to perform work duties. Participates in training and education as needed. 
• May support Person in Charge (PIC) in opening and closing the library in the absence of a supervisor. 
• 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. 

• Ability to communicate effectively verbally and in writing with customers, volunteers, and staff. 
• Ability to read and interpret a variety of documents. 
• Excellent customer service skills. 
• 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 desirable.

LANGUAGE ABILITI