Lead Customer Engagement Associate

Carnegie Library of Pittsburgh; Pittsburgh (Allegheny County); On-site; USD 18,000 - 26,000; Full time

Job summary

Carnegie Library of Pittsburgh is seeking a Lead Customer Engagement Associate at our West End branch in Pittsburgh, PA. This full-time, customer-service focused role will ensure high quality user experiences and perform a variety of clerical tasks in adherence to CLP Service Standards.

The position requires 37.5 hours per week including days, evenings and weekends. Compensation is $16.25 per hour, and the role is represented by the United Steelworkers union.

Qualifications

• High School Diploma or GED required.
• Ability to stand for long periods and lift 25+ pounds.
• Superior customer service and communication skills.

Responsibilities

• Assist in overseeing customer services and workflow.
• Register patrons, process fines and fees, and manage circulation tasks.
• Greet customers and guide them to the right staff.
• Provide basic computer instruction and library orientation.
• Handle deposits and maintain accurate records.

Skills

Customer service

Policy interpretation

Communication

MS Office

Library software

Teamwork

Bilingual

Education

High School Diploma or GED

Tools

Library circulation software

Online catalog

MS Windows

Job description

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 West End 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 Service Standards.

Location

CLP-West End, Pittsburgh, PA

Hiring Supervisor

Bethany Spina-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

• 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.