Lead Customer Engagement Associate

Carnegie Library of Pittsburgh; Pittsburgh (Allegheny County); Sur place; USD 32 000 - 41 000; Plein temps

Résumé du poste

Carnegie Library of Pittsburgh is seeking a Lead Customer Engagement Associate for full-time work at CLP-Knoxville in Pittsburgh, PA. The role focuses on delivering high-quality customer service, managing workflow, and performing complex clerical tasks across the library.

The position requires strong communication, teamwork, and the ability to work days, evenings and weekends. A high school diploma or GED is required, with physical ability to lift 25+ pounds and stand for long periods.

Qualifications

• High School Diploma or GED required.
• Able to bend, stoop, stand for long periods and lift 25+ pounds.

Responsabilités

• Oversee and assist in Customer Services; train, mentor, plan and manage workflow.
• Perform complex clerical tasks in a team environment; act as lead worker.
• Check materials in/out, register library cards, collect fines, process serials and new materials.
• Resolve customer issues, handle deposits, schedule staff, and prepare monthly reports.
• Greet customers and direct them to staff; provide library orientation and instruction.

Connaissances

Customer service

Policy interpretation

Communication skills

Multitasking

Library software

Teamwork

Financial deposits

Diversity language bonus

Formation

High School Diploma or GED

Outils

MS Windows

MS Office

Online catalog

Library circulation software

Description du poste

Lead Customer Engagement Associate, FT

Lead Customer Engagement Associate, FT

Job Summary

Seeking a highly motivated and organized individual to perform a variety of complex clerical and customer service tasks and functions at our Knoxville branch. This customer service-focused role will ensure high quality user experiences and perform a variety of routine clerical tasks throughout the Library, in adherence to the CLP Philosophy of Service.

Location

CLP-Knoxville, Pittsburgh, PA

Hiring Supervisor

Gigi Deming-Library Services Manager

Work Hours

37.5 hours per week; days, evenings and weekends required.

Compensation

$16.25 per hour

Number of Vacancies

1

Unit

This position is represented by the United Steelworkers union.

Education & Physical Requirements

• High School Diploma or GED required;
• 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).

Skills, Knowledge, Abilities & Experience

• Superior internal and external customer service commitment and skills required;
• Ability to navigate and interpret CLP policies and procedures;
• Excellent communication skills and the ability to work well with public, supervisors, co-workers, and system wide;
• Flexibility and ability to prioritize multiple tasks; Ability to work with frequent interruptions and complete tasks accurately;
• Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and experience with library circulation software preferred;
• Ability to work independently and as part of a team;
• Ability to complete financial deposits accurately and in a timely manner;
• The desire and ability to work with a diverse public and staff within diverse communities;
• Bilingual or multilingual abilities a plus.

Responsibilities include, but is not limited to

• Assists in the oversight and activities of Customer Services; training, mentoring, planning and managing workflow to ensure departmental objectives are met;
• Performs a variety of complex and experienced clerical tasks in a team environment, functions as a lead worker;
• Checks material in/out, registers customers for library cards, collects fines and fees, processes serials; processes new material; performs all aspects of circulation and registration with the goal of providing exceptional service;
• May be responsible for resolving customer issues, making financial deposits, scheduling staff, processing Lost and Paid paperwork and monthly reports and statistics;
• Greets customers, directs customers to appropriate staff members and resources, provides orientation to library use;
• Provides basic computer instruction and assistance to the public PC users;
• Assists customers in finding materials, answering their questions and providing in-depth library orientation for new customers.

Clearance Requirements

• PA State Criminal Background Check, PA Child Abuse History Clearance, FBI Fingerprint Criminal Records Check and Mandated Reporter Training upon offer of employment.

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.