Customer Experience Assistant - Bonney Lake and Sumner

Hours Per Week: 32 per week

Schedule: Sunday - Monday - Tuesday - Wednesday - Thursday - Friday - Saturday9:35am - 6:05pmBLK - 9:35am - 6:05pmBLK - Off - Off - 10:35am - 7:05pmBLK - 9:35AM - 6:05PMSUM - Off* Schedule is subject to change. Union Status: Represented Candidate Submission Timelines: TRANSFER Candidates: Internal PCLS transfer eligible candidates will be given first consideration for this position through the Transfer Closure date indicated below. Please review the Transfer Process per the Collective Bargaining Agreement. EXTERNAL OR NON-Transfer INTERNAL Candidates: To be considered for this position, please submit your resume and up to 4 additional attachments to display your knowledge, skills and abilities for consideration for this position no later than 5:00 p.m. on closing date indicated below. Submissions after the Closure Date below will not be considered. Transfer Closure Date: Friday, October 23, 2026 at 5:00pmExternal or Non-Transfer Internal Candidates Closure Date: Monday, October 26, 2026 at 5:00pmVeteran Status: Applicants wishing to claim Veterans Preference should select the percentage that they qualify for, 5% or 10% during the application process. More information about Veteran's Preference, such as the difference in percentage, can be found here and here. If you need more information please contact us at: HR@pcls.usPosition Summary: Provides high quality customer service for diverse customers of all ages at assigned library location(s). Assists customers in gaining access to a wide variety of services, including, but not limited to, library accounts, public technology assistance, and readers' advisory services. This position supports the library in providing direct customer service to all library customers.

Essential Functions: Delivers high-quality, customer-focused services to diverse customers of all ages. Works with customers in person, by telephone, and digitally. Communicates and applies the Library's policies and procedures, addresses and assists in resolving customer concerns, incidents, and complaints. Performs routine circulation and customer account management duties (e.g. check in/out materials, shelving, process holds, library card registration, cash handling, and account inquiries).Provides basic reference and readers' advisory assistance in person, online and other various formats. Provides hardware and software support for customer-accessed technologies, instructs and trouble-shoots customers' access to databases and electronic collections. Provides assistance to customers to locate library materials in the building and online, promotes library services. Processes, sorts, and shelves library materials as necessary; maintains periodicals. Prepares and maintains displays; updates bulletin boards, posters, and flyers. Counts and balances deposits and prepares weekly financial reports. Acts as Person In Charge, as delegated or scheduled. Assists with program support as directed by a Supervisor or Librarian. Participates on project teams and committees, as appropriate and within the scope of the position summary and essential functions. Routinely provides customer feedback to supervisors to ensure the customer's voice and perspective is received and reviewed. Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management. Demonstrates punctuality and regular and consistent attendance. Performs other duties as assigned or required.

Additional Duties and Responsibilities: Duties are considered non-essential and include the following:

• Reports to a Customer Experience Supervisor. May direct the work of additional staff and Volunteers, under the direction of a supervisor. Will act as Person in Charge as delegated or scheduled.
• Core Skills & Qualities / Leadership Competencies:
• Customer Focus
• TeamworkCommunicationsLeadershipProblem Solving
• Change and Learning
• Positive Attitude
• Professional Integrity
• DiversityRequired Knowledge, Skills, and Abilities:

Minimum Requirements including: Education, License or Certifications:

• Associate's Degree in a related field, and
• Two years public library/customer service experience; ORAny combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
• Depending on area of assignment, a valid Washington State Driver's License may be required.
• Must pass criminal background screening prior to hire.
• May be assigned to work at multiple locations. The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes.