Job Summary: The Customer Engagement Associate (CEA) ensures high quality user experiences throughout the Library by employing a welcoming, patron-centered and energetic service style, providing outstanding service experiences and promoting library services. Performs a wide variety of clerical tasks, assists customers in locating materials, answers account-related and basic reference questions and provides computer-related support. Participates in circulation and customer service functions of a bustling, diverse location.

Essential Functions:

• Meeting the needs of a diverse range of customers; Answering phones, greeting customers and directing them to the appropriate staff members and resources to meet their information needs;
  
• Performs circulation duties such as checking materials in and out, registering customers for library cards, processing customer holds and requests;
• Provides access to library services and materials;
• Assists customers by locating and retrieving materials and demonstrating and providing instruction in the use of library equipment, including computers;
• Reshelves materials and revise shelves as needed;
• Performs clerical duties such as typing and detailed data entry;
• Processes materials including verifying records;
• Calculates and maintain daily, monthly, and yearly statistics; may contribute to monthly and annual reports;
• Performs duties related to the opening and/or closing of the department;
• Understands, advocates for, and engages with library users to ensure their needs are addressed through relevant services;
• Builds community through meaningful interactions between the Library, neighborhood, and its users;
• Works with the department supervisor(s) to ensure adoption of CLP Service Standards and related policies in circulation and customer account functions;
• Resolve customer complaints with the goal of customer satisfaction;
• Attends library meetings and participates on committees as needed;
• Creating content for various internal and external CLP sources; including websites, blogs, social media accounts and Intranet;
• Prepares new materials or repairs damaged items;
• Handling monetary transactions, including cash payments and credit transactions;
• Communicates with District and other CLP Libraries to resolve problems, complaints and any library related issues as assigned;
• Resolving minor customer behavioral and location issues, and communicating the escalation of a security issue including adhering to location safety plan;
• Providing a welcoming library space through implementation of the appropriate library behavior policy;
• Supporting new staff in achieving successful customer service experiences;
• Performs other duties as assigned.

• Excellent internal and external customer service commitment and skills;
  
• Excellent communication skills and the ability to work well with public, supervisors, co-workers, and system wide;
• Knowledge of CLP's circulation policies and procedures; ability to gain working knowledge of CLP's policies and procedures;
• Desire and ability to work with a diverse public and staff within diverse communities;
• Ability to act as a representative of CLP to the public;
• Ability to learn the current shelving system;
• Familiarity with online catalog, MS Windows and MS Office, electronic databases, Internet searching, and experience with library circulation software preferred;
• Knowledge of basic math skills;
• Bilingual or multilingual abilities a plus;
• Six months of customer service experience

Physical and Environmental Conditions:

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).

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms, e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls.

• PA State Criminal Record Check
• Pennsylvania Child Abuse History Clearance
• FBI Fingerprint Criminal Record Clearance Check
• Mandated Reporter Training

Location: CLP-Allegheny, Pittsburgh, PA.

Hiring Supervisor: Hannah Bailey-Customer & Accounts Services Supervisor

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

Compensation: $14.25 per hour

Number of Vacancies: 1

Unit: This position is represented by the United Steelworkers union.

Apply By: May 28, 2023