Customer Experience Librarian - Adult

jacksonville.gov; Jacksonville (FL); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Flexible spending plans

12 paid holidays and personal leave

Job summary

The Jacksonville Public Library is seeking a Customer Experience Librarian - Adult to lead research and reference services, develop and maintain collections, and present programs. You will engage with patrons in person, virtually, and at outreach events, fostering positive experiences.

This role may require evening and weekend hours and travel between branches. The position emphasizes library science principles, customer service excellence, and collaboration with staff and volunteers to enhance

Qualifications

• Master of Library Science (MLS) from an ALA-accredited program or equivalent.
• Two years of professional library experience may substitute.

Responsibilities

• Performs borrowing, information services, reader's advisory, and reference duties in face-to-face, virtual, and outreach settings.
• Designs, delivers, promotes, and facilitates programs and events in the library and at outreach engagements.
• Engages with customers to deliver adult services and connect patrons to collections and programs.
• Selects, organizes, and manages adult programs presented by internal and external experts.
• Supports the library's mission by providing customer service that creates a positive experience for patrons.
• Keeps up with changing technology and demonstrates proficiency in library competencies.
• Compiles data, prepares reports, and makes oral presentations.
• Monitors and reviews budget appropriations and expenditures for assigned work activity.
• May schedule, assign, monitor, and review the work of others; serves as person on duty as assigned.

Skills

Customer service

People skills

Communication

Library science knowledge

Reference services

Education

MLS/ALA-accredited program

Tools

Library databases

Catalog/search systems

Job description

The Jacksonville Public Library is actively seeking a Customer Experience Librarian- Adult.

This is professional work at the lead-worker level in providing research and reference services, development and maintenance of collections, program development and presentation, reader’s advisory, and outreach establishing community partnerships. Serves as person on duty as assigned. Work requires an understanding and application of Library Science and management theories, principles, and practices gained through an American Library Association accredited program or an equivalent level of practical knowledge gained through experience. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. May schedule, assign, monitor, and review the work of others. Work involves frequent contact with library customers, co-workers, volunteers, and others requiring skill in understanding people, sensitivity to varying points of view, and persuasiveness necessary to influence behavior, change an opinion, or resolve a situation. The work is standardized in that tasks are covered by diversified procedures, because of changing priorities or different situations, employees have the latitude to consider which of the many procedures or standards should be followed and in what sequence. The work involves differing situations requiring use of judgment in search for solutions or new applications within one's known experiences. Work performed in an office, library, or community environment to promote Library services.

Due to the nature of library operations, the employee may be required to work evenings and on weekends, and at various branch locations. 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 and operates standard office and library equipment on an ongoing basis. May be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. The work is performed under limited supervision where the work assignments are subject to established procedures, practices, techniques, and/or policies, and the employee plans and organizes the work, determines their own priorities, and the work is reviewed, usually after the fact, in terms of quality, volume, timeliness, and adherence to established procedures and policies.

Did you know as a City of Jacksonville employee, you would also have 12 paid holidays and a personal leave day as well? In addition, to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after 10 years of public service and on-time payments.

• 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.
• Engages with customers to deliver adult services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
• Selects, organizes, and manages 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.
• Compiles data, prepares reports, and/or makes oral presentations.
• Monitors and reviews budget appropriates and expenditures for assigned work activity.
• May schedule, assign, monitor, and review the work of others.
• Serves as person on duty as assigned. Participates in the interview process for the selection of new staff.
• Trains and instructs new employees and volunteers regarding library policies, practices, and procedures.
• Actively seeks and utilizes feedback, ideas, and recommendations from staff, customers, and community members regarding library programs and services.
• 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 word processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
• Demonstrates proficiency in the City of Jacksonville’s competencies.
• Performs related work as required.

• Knowledge of Library Science theories, principles, and practices including classification systems.
• Knowledge of the library’s organization, operation, policies, and procedures.
• Knowledge of library procedures, techniques, and policies.
• 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 libraries, virtually and at outreach engagements.
• Ability to engage with customers to deliver adult 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 programs presented by internal and external experts in the library, virtually and at outreach engagements.
• Ability to use computer databases to include computerized catalog and circulation systems.
• Ability to interview and gather data.
• Ability to understand and apply Library Science theories, principles, and practices including classification systems.
• Ability to schedule, assign, monitor, and review the work of others.
• Ability to serve as person on duty as assigned.
• Ability to interpret rules, regulations, and policies.
• Ability to provide customer service in a library setting.
• Ability to review library materials and recommend purchases.
• Ability to develop, organize and conduct training sessions and workshops.
• 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 gather information from customers and effectively respond to their complaints and inquiries.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain effective working relationships.
• 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.

• A Masters’ Degree from an accredited institution in Library Science from an American Library Association accredited program.
  • Or Masters’ degree in an unrelated field with two years of professional library experience.
  • Or Bachelors’ degree with five years of professional library experience.

LICENSING/CERTIFICATION/REGISTRATION

• Depending on assignment, a valid driver's license may be required and must be maintained during employment in this class.
• Depending on assignment, must qualify for prior to appointment, obtain, and maintain during employment a City of Jacksonville Public Driver Certification.

OTHER REQUIREMENTS

• The probationary period for this class is six months.
• Time spent as an E-Library Specialist will be counted the same as time in grade as a Customer Experience Associate.

• Applicants must be legally authorized to work in the United States on a full-time basis.
• Please note residence is no longer required, but it is preferred.
• This position is in an office and is not a remote position.