Lead Customer Engagement Associate

Carnegie Library of Pittsburgh; Pittsburgh (Allegheny County); On-site; USD 43,642,000 - 50,971,000; Full time

Job summary

Carnegie Library of Pittsburgh is seeking a Lead Customer Engagement Associate to join the Mt. Washington location in Pittsburgh, PA. The role supports customer services, oversees workflow, and ensures exceptional patron service.

The position requires 37.5 hours weekly, with days, evenings and weekends expected. Qualifications include a high school diploma or GED, outstanding customer service, and the ability to work independently or with a team.

Qualifications

• High School Diploma or GED required.
• Superior internal and external customer service commitment and skills.
• 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; work with interruptions and complete tasks accurately.
• Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and library circulation software preferred.
• Ability to work independently and as part of a team.
• Ability to handle financial deposits accurately and timely.
• Desire to work with diverse public and staff; bilingual/multilingual a plus.

Responsibilities

• 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; all aspects of circulation and registration.
• Resolves customer issues, makes financial deposits, schedules staff, processes 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 questions and providing in-depth library orientation for new customers.

Skills

Customer service

Policy interpretation

Communication

Multitasking

Independent work

Team collaboration

Computer literacy

Library software

Internet research

Bilingual (plus)

Education

High School Diploma or GED

Tools

MS Windows

MS Office

Library circulation software

Online catalog

Electronic databases

Internet searching

Job description

Lead Customer Engagement Associate, FT

Location: CLP-Mt. Washington, Pittsburgh, PA

Hiring Supervisor: Anne McLaughlin-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.