Lead Customer Engagement Associate

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

403b

Bus pass program

Free museum admission

Job summary

The Carnegie Library of Pittsburgh is seeking a Lead Customer Engagement Associate at the West End branch. This full-time role requires 37.5 hours per week with days, evenings, and weekends.

The position focuses on delivering exceptional customer service, managing circulation tasks, and supporting staff at the West End location in Pittsburgh, PA. The incumbent will supervise a portion of the customer services workflow, mentor team members, and contribute to a high-quality user experience across

Qualifications

• High School Diploma or GED required.
• The physical ability to bend, stoop, stand for long periods, climb stairs, push book trucks and lift loads (25+ pounds).
• Experience with library catalog systems and basic computer tasks is preferred.

Responsibilities

• Lead workflow and train staff to meet departmental objectives.
• Perform complex clerical tasks in a team setting as a lead worker.
• Register patrons, manage circulation, collect fines and fees, and process new materials.

Skills

Customer service

Communication

MS Windows

Library software

Multilingual abilities

Education

High School Diploma or GED

Tools

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: West End

47 Wabash Street

Pittsburgh, PA

Job Id:605

# of Openings:1

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 include, but are 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.

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.