Customer Engagement Associate, FT

Carnegie Library; Pittsburgh (Allegheny County); On-site; USD 45,847,000 - 49,594,000; Full time

Job summary

Carnegie Library of Pittsburgh in Hazelwood, Pittsburgh, is seeking a Customer Engagement Associate to deliver welcoming, patron-centered service. The role involves assisting customers, handling circulation tasks, answering questions, and supporting computer services at a bustling neighborhood location.

The position emphasizes strong communication, reliability, and a commitment to diverse communities; it is union-represented and carries a daytime schedule with competitive hourly pay.

Qualifications

• High school diploma or GED.
• Six months of customer service experience.

Responsibilities

• Answer phones, greet customers and direct them to staff/resources.
• Circulation duties: check in/out, register library cards, process holds/requests.
• Provide access to library services/materials and assist with locating items.
• Assist customers with locating materials and using library equipment, including computers.
• Reshelve materials and maintain shelving as needed.
• Perform clerical duties including typing and data entry.
• Track daily/monthly/annual statistics and assist with reports.
• Open/close of the department as required.
• Engage with users to address needs and promote services.
• Create content for CLP websites, blogs, social media, and intranet.

Skills

Customer service

Communication

Policy knowledge

Diversity awareness

Representation

Shelving system

Library software

MS Windows

MS Office

Math skills

Bilingual

Education

High school diploma or GED

Tools

Online catalog

MS Windows

MS Office

Library circulation software

Job description

Welcome and thank you for considering a career at Carnegie Library of Pittsburgh!

The Library offers a variety of positions in both public and support services at various neighborhood locations throughout the City of Pittsburgh, all accessible by public transportation.

New opportunities are posted frequently—check back often!

Location: Hazelwood

5006 Second Avenue

Pittsburgh, PA

Job Id:600

# of Openings:1

Job Summary

The Customer Engagement Associate (CEA) ensures high quality user experiences throughout the Library by employing a welcoming, patron-centered and energetic service style, providing outstanding service experiences and promoting library services. Performs a wide variety of clerical tasks, assists customers in locating materials, answers account-related and basic reference questions and provides computer-related support. Participates in circulation and customer service functions of a bustling, diverse location.

Location: CLP -- Hazelwood, Pittsburgh, PA

Hiring Supervisor: Rachel Cannon-Library Services Manager

Work Hours: Monday 9:15-5:15, Tuesday 12:15-8:15, Wednesday 9:15-5:15, Thursday 9:15-5:15, Alternating Fri/Sat 9:15-5:15

Compensation: $16.00 per hour

Number of Vacancies: 1

Unit: This position is represented by the United Steelworkers union.

Essential Functions

• Meeting the needs of a diverse range of customers; Answering phones, greeting customers and directing them to the appropriate staff members and resources to meet their information needs;
• Performs circulation duties such as checking materials in and out, registering customers for library cards, processing customer holds and requests;
• Provides access to library services and materials;
• Assists customers by locating and retrieving materials and demonstrating and providing instruction in the use of library equipment, including computers;
• Reshelves materials and revise shelves as needed;
• Performs clerical duties such as typing and detailed data entry;
• Calculates and maintain daily, monthly, and yearly statistics; may contribute to monthly and annual reports;
• Performs duties related to the opening and/or closing of the department;
• Understands, advocates for, and engages with library users to ensure their needs are addressed through relevant services;
• Builds community through meaningful interactions between the Library, neighborhood, and its users;
• Works with the department supervisor(s) to ensure adoption of CLP Service Standards and related policies in circulation and customer account functions;
• Resolve customer complaints with the goal of customer satisfaction;
• Attends library meetings and participates on committees as needed;
• Creating content for various internal and external CLP sources; including websites, blogs, social media accounts and Intranet;
• Prepares new materials or repairs damaged items;
• Handling monetary transactions, including cash payments and credit transactions;
• Communicates with District and other CLP Libraries to resolve problems, complaints and any library related issues as assigned;
• Resolving minor customer behavioral and location issues, and communicating the escalation of a security issue including adhering to location safety plan;
• Providing a welcoming library space through implementation of the appropriate library behavior policy;
• Supporting new staff in achieving successful customer service experiences;
• Performs other duties as assigned.

Competencies and Qualifications

• Excellent internal and external customer service commitment and skills;
• Excellent communication skills and the ability to work well with public, supervisors, co-workers, and system wide;
• Knowledge of CLP’s circulation policies and procedures; ability to gain working knowledge of CLP’s policies and procedures;
• Desire and ability to work with a diverse public and staff within diverse communities;
• Ability to act as a representative of CLP to the public;
• Ability to learn the current shelving system;
• Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and experience with library circulation software preferred;
• Knowledge of basic math skills;
• Bilingual or multilingual abilities a plus;

Education and Experience

• High school diploma or G.E.D.;
• Six months of customer service experience;

Physical and Environmental Conditions

The physical ability to bend, stoop, stand for long periods of time, frequently climb stairs, push heavy book trucks, and lift heavy loads (25+ pounds).

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms, e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls.

Pre-Employment Requirements

• PA State Criminal Record Check
• Pennsylvania Child Abuse History Clearance
• FBI Fingerprint Criminal Record Clearance Check
• Mandated Reporter Training

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, ancestry, age, disability status, marital status, pregnancy, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation or any other protected characteristic in accordance with applicable laws and regulations.

The Library offers valuable benefits and services to our staff, per eligibility requirements, including medical, dental, vision, 403b, voluntary benefits, Port Authority bus pass program, free admission to the Carnegie Museums and more.

Carnegie Library of Pittsburgh provides equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, national origin, ethnicity, ancestry, age, disability status, marital status, pregnancy, veteran status, sexual orientation, gender identity and expression, genetic information, political affiliation or any other protected characteristic in accordance with applicable laws and regulations.

Carnegie Library of Pittsburgh offers a variety of resources to support and advance your career, business or nonprofit.