Job Description
Scope of the Position: The Customer Experience Specialist provides outstanding experiences to library members and visitors through proactive reader’s advisory, reference, collection development, technology, and event services. The Specialist has a passion for making library use the best part of every customer’s day. Through a combination of knowledge, approachability, innovation, curiosity, and collaboration, the Specialist works with a fantastic team of colleagues to provide individuals and communities with optimal library value. Success in this position depends on willingness to grow and adapt to meet the dynamic needs of users. While the Specialist will have a physical area of responsibility within the library, they will often assist team members and serve customers in ways and places outside that space.
Duties and Responsibilities
- Provides outstanding experiences and services to staff, citizens, and communities.
- Performs technology, information, and reader’s advisory services.
- Creates and facilitates relevant group activities (programs) both in and out of the library.
- Executes collection development tasks such as acquisitions and weeding.
- Serves as a library representative and liaison to RLD communities.
- Seeks partnerships and ways to build rapport with communities and users.
- Enthusiastically collaborates with staff, administration, management, and stakeholders.
- Effectively manages departmental resources to meet the community’s needs.
- Improves skills and knowledge by participating in professional development.
- Uses policy and procedure to maximize positive experiences for the majority of patrons and staff.
- Promotes services through many mediums in conjunction with Community Relations.
- Assists other staff with various projects or functions as needed.
- Performs other duties as outlined by the director.
Essential Knowledge, Skills, and Abilities
- Passion for providing exceptional customer service and experiences.
- Curiosity for the purpose of learning and growing knowledge and skills.
- Innovation for the enhancement of existing services and the creation of new ones.
- Adaptability for learning, serving, and teaching others on-the-fly.
- Excellent communication skills.
- Strong organizational skills.
- Ability to prioritize services, manage time, and work independently with integrity.
- Proficiency with software, including Windows, touch screen technology operating systems, Microsoft and Google Office suites, integrated library systems, various Internet applications, and more.
- Ability to lead staff and customers by example.
Education and Experience
- Bachelor’s degree required, certificate or degree in Library Science preferred.
- Three years of customer service excellence required, with library experience strongly preferred.
- Experience in either user-data-driven library collection development, or ordering items for physical or electronic inventories to meet customer demand preferred.
- Any combination of experience, education, and skills which are equivalent to the parameters described above.
Work Environment and Physical Demands
- Frequent computer use.
- Frequent contact with the public at the library and other places within the community.
- Ability to lift, reach, carry, push, pull, bend, and stoop. Must be able to lift up to 40 pounds.
- Ability to push and shift wheeled carts up to 50 pounds.
- Ability to work throughout the library, in a variety of functions and departments.
- Ability to travel to and from work independently in all types of weather conditions.
Benefits & Additional Compensation Info
Email or call Director Tim Miller for more information. Email: timm@rampartlibrarydistrict.org. Phone: 719-687-9281 Ext. 101.
Additional Info & Requirements
Job Ad: Rampart Library District is seeking a Customer Experience Specialist for Woodland Park Library's adult members and visitors. The Specialist will provide outstanding experiences to customers by developing and implementing collections and activities in response to expressed community needs. The optimal candidate will also possess the ability to assist patrons with research, technology, and reader’s advisory. Our team is well-known throughout the region for its excellent service. Our facilities are famous for providing an open and welcome environment to all. Our reputation stems from our core values: We believe in being approachable, knowledgeable, and innovative. The adult area Customer Experience Specialist will be integral to our mission as we seek to provide better and more responsive value to our patrons. This position is full-time (40 hours) with a schedule of Tuesday through Saturday. Hourly pay starts at $20 to $22, based on experience and education. It qualifies for sick & personal, vacation, medical, retirement, and other benefits. We also believe in flexing to help you achieve a life/work balance. A minimum of a bachelor’s degree in any field is required, with a Library and Information Science degree preferred. Three years of demonstrated stellar customer or public service experience is also required. The recipe for success in this position includes a positive attitude, a growth mindset, adept communication, consistent professionalism, continual adaptability, self-starter motivation, and a passion for transforming lives through experiences and services.
The Community
Rampart Library District is located in Teller County, Colorado, just north of America's mountain Pikes Peak. Residents enjoy epic views of alpine forests and the Rocky Mountains, along with unparalleled access to outdoor activities like hiking, camping, boating, snowshoeing and fishing. Woodland Park is the "City Above the Clouds." Culture and amenities abound in this wonderful destination, and Colorado Springs is less than twenty minutes down the road. If getting away from it all is more your speed, the towns of Divide and Florissant offer ample opportunities for a rural lifestyle and the enjoyment of nature. Visit the Greater Woodland Park Chamber of Commerce website to learn more: https://www.woodlandparkchamber.com/
HR Info
Applicants should submit a resume, cover letter, and contact information for three professional references to Director Tim Miller at timm@rampartlibrarydistrict.org.