INTERNAL ONLY - Lakewood, WA

INTERNAL ONLY - Customer Experience Assistant - · Lakewood Region · Pierce County Library System · As PCLS continues aligning our work with the Library's new Strategic Plan, the Customer Experience department is evolving to better meet the dynamic needs of our communities. We're ...

Job description

INTERNAL ONLY - Customer Experience Assistant -

Lakewood Region

Pierce County Library System

As PCLS continues aligning our work with the Library's new Strategic Plan, the Customer Experience department is evolving to better meet the dynamic needs of our communities. We're looking for customer‑focused, service‑driven individuals who enjoy working with the public to serve as Customer Experience Assistants (CEAs)—a key role that provides in‑building support and helps community members successfully use our spaces.

This role is ideal for people who are passionate about:

• Creating inclusive, welcoming spaces for staff and customers that reflect the diversity of our communities through transformative hospitality and cultural humility.

• Empowering customers through hands on instruction and assistance in using library resources

• Navigating change with confidence, clarity, and compassion

• Delivering high-quality, customer-focused services that make a lasting impact

Candidates who thrive in the Customer Experience Assistants role are energized by collaborating with a group of regional staff, leading daily branch operations, supporting customers, and ensuring customers experience transformative hospitality at PCLS in alignment with our Strategic Plan.

Hiring Range:$25.10- $29.11per hour; Pay Grade Range: $ $34.75 per hour

Compensation

Pierce County Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay is established typically within the hiring range below based upon the experience of the individual hired into the role. Our compensation package also includes annual increases for each additional year of experience and tenure in the role, up to the maximum (current year maximum outlined in pay grade range above). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.

FLSA Status:Non-exempt

Position Status: Regular

Location(s): This position will be assigned to the Lakewood Region that includes these branches: Lakewood, Tillicum, DuPont

Hours Per Week: 32 per week

Schedule:

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

OFF

9:35-6:05

OFF

OFF

10:35-7:05

9:35-6:05

9:35-6:05

• Schedule is subject to change.

Union Status: Represented

Candidate Submission Timelines:

In alignment with the Library's Tentative Agreement with the union, applicants currently in the following impacted job classification will be considered in order of priority below, for this specific posting:

• Customer Experience Specialist

• Supervising Associate

• Supervising Librarian

• Senior Librarian

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 .

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, February 27th, 2026 at 5:00pm

• Internal Candidates Closure Date: Friday, February 27th, 2026 at 5:00pm

Veteran 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:

Position 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

Class specifications are intended to provide a descriptive list of the range of duties performed by employee in the class. Specifications are not intended to reflect all duties performed within the job.

• 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

Employees are expected to demonstrate the following qualities at all times:

• Customer Focus
• Teamwork
• Communications
• Leadership
• Problem Solving
• Change and Learning
• Positive Attitude
• Professional Integrity
• Diversity

Required Knowledge, Skills, and Abilities

The employee is expected to perform or possess the following:

Minimum Requirements including Education, License or Certifications:

• Associate's Degree in a related field, and
• Two years public library/customer service experience; OR
• Any 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.

Technology Requirements:

Required:

• Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS, performance review, network drive storage)
• Use of basic office equipment (e.g. PC, printer, copier, phone, fax, mouse, security alarm)
• Basic keyboard and alpha/numeric data entry skills
• Basic PC navigation skills in a windows based environment; ability to connect and print
• Ability to navigate, search and use basic web functions and applications
• Intermediate MS Office Suite skills (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities – All other roles
• Specialized equipment or software skills sufficient to satisfactorily complete job responsibilities (e.g. HRIS)

Desired:

• Integrated Library System, Inventory or Data Management system experience
• Ability to successfully complete Basic MOS Certification or Course
• Digital media, digital collections and ebooks knowledge

Physical and Environmental Conditions:

Work is conducted in a normal office setting or library environment that provides comfortable lighting, temperature and air conditions and/or regular contact with public. When delivering service outside of PCLS locations, weather, physical, and environmental conditions will vary and work will adhere to additional PCLS safety protocols. Occasional light lifting, such as three to four reams of paper, four or five books, or other library materials up to 35 pounds may be required. Subject to sitting and standing for extended periods of time, talking, bending, reaching, and lifting objects weighing up to 30-35 pounds. May lift or push up to 50 pounds as needed. Must be able to lift and carry library materials and push/pull loaded carts.

Work environment involves everyday risks or discomforts that 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 and observance of fire regulations.

Work may be performed in a library environment and involve regular contact with the public, and/or require push/pull loaded carts.

The above position description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Benefits:

• Sick Leave
• Medical, Dental, and Basic Life Insurance
• Long-Term Disability
• Vacation
• State Retirement System
• Employee Assistance Program
• Employees have an opportunity to participate in the Tax Sheltered Annuity Program and the Deferred Compensation Program.
• Additional life insurance for the employee and family is available through payroll deduction.