Job Information
City of Jacksonville Part-Time Customer Experience Associate in Jacksonville Public Library, Florida
Part-Time Customer Experience Associate
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Part-Time Customer Experience Associate
Salary
$17.60 Hourly
Location
Jacksonville Public Library, FL
Job Type
Non-Civil Service
Job Number
2024-05948
Department
PUBLIC LIBRARY
Opening Date
04/18/2024
Closing Date
5/2/2024 11:59 PM Eastern
Description
Benefits
Questions
Job Description
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.
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.
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.
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.
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, 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 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 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
OPEN REQUIREMENTS:
A Bachelors’ Degree from an accredited institution is required.
Experience in education, retail, or library support work is preferred.
Basic computer skills required.
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
01
Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Copying and pasting your resume or stating "see resume" does NOT fulfill the requirements of the question. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and certify that your responses can be verified from information included within the application?
Yes
No
02
Are you authorized to work in the United States without sponsorship from the City of Jacksonville either now or in the future?
Yes
No
03
This is a part-time position. Are you interested in working part-time?
Yes, I am interested in working part-time.
Yes, I am interested in working part-time or full-time.
I am interested in full-time employment only.
04
This position pays $17.60 per hour. If selected, would you be willing to accept this position at this hourly rate?
Yes
No
05
Which area of Jacksonville library branch location would you prefer?
Eastside
Westside
Northside
Southside
Downtown/Vicinity
Any Location
06
Part-Time and volunteer work experience may be considered if an applicant has worked/volunteered 20 hours per week or more. The complete work history, including number of hours worked per week, must be included in your application if you would like this experience to be considered.
I have read the above statement and understand what is required.
07
Do you have a bachelors' degree or higher from an accredited college or university? If yes, you MUST attach your college transcript to your application.
Yes
No
08
If you have a degree, indicate which degree you have and include any major/minor. A copy of your college transcript is required with your application.
09
Experience in education, retail, or library support work is preferred. Do you have this type of experience?
Yes
No
10
Provide a detailed description (at least 3-4 complete sentences) of your experience.
11
Indicate the organization(s) you worked for where you gained this experience.
12
What is your preferred age group to work with: 0 – 11 years, 12-18 years, or adults?
0 - 11 years
12 - 18 years
Adults
None of the above.
13
If 0-11 years or 12-18 years: What is your experience working with youth?
14
What is your experience creating lesson plans, either for formal or informal learning?
15
Do you have basic computer skills?
Yes
No
16
Do you have experience using a computer with office application such as Microsoft Office in a window-based environment?
Yes
No
17
Do you have experience conducting research via database or internet?
Yes
No
18
Do you have experience in an inbound call center or customer service environment?
Yes
No
19
Do you have experience providing guidance and technical assistance to customers?
Yes
No
20
If you are requesting veterans preference, you MUST download the appropriate state of Florida form (even if you don't live in Florida) and attach it to your application. FAILURE TO DO SO WILL DELAY YOUR VETERANS PREFERENCE STATUS. Please download the forms at http://www.coj.net/departments/employee-services/veterans-preference
Yes, I am claiming veterans preference and I understand that I MUST download the appropriate form and attach it to my application.
No, I am not claiming veterans preference and this does not apply to me.
21
A copy of your college transcript is required with your application. College transcripts do not need to be official, but must state your name, the name of the school, type of degree, classes taken, grades received and date degree was conferred. NOTE: A copy of your diploma does not meet this requirement. Transcripts from colleges outside of the U.S. must be converted to U.S. Standards. If required documents are not provided your application will be considered incomplete and may result in disqualification from the selection process.
I have read the above statement and understand what is required.
Required Question
Agency
City of Jacksonville
Address
117 W. Duval St. Suite 100 Jacksonville, Florida, 32202
Website
http://www.coj.net/departments/employee-services.aspx
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