Job Information
City of Jacksonville Customer Experience Associate - Adult in Jacksonville Public Library, Florida
Customer Experience Associate - Adult
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Customer Experience Associate - Adult
Salary
$37,618.56 Annually
Location
Jacksonville Public Library, FL
Job Type
Civil Service
Job Number
2025-06270
Department
PUBLIC LIBRARY
Opening Date
11/13/2024
Closing Date
11/27/2024 11:59 PM Eastern
Description
Benefits
Questions
Job Description
The Jacksonville Public Library is actively seeking two (2) Customer Experience Associate - Adult.
This is professional library work performing basic reference services, collection maintenance, writing or presenting programs. Work requires knowledge of techniques, methods, and procedures used in the library system, which involves the use of specialized skills acquired through a combination of education and with on the job experience preferred. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. As a lead worker, may schedule, assign, monitor, and review the work of others under general guidance of the supervisor and serve as person on duty as assigned. Contacts with customers and co-workers require skills in understanding and influencing people which are important in providing services, including skills of persuasiveness, assertiveness, and sensitivity to others’ point of view required to influence behavior, change an opinion, or turn a situation around. The work is standardized in that tasks are covered by diversified procedures, but because of changing priorities or different situations, employee has the latitude to consider which of the many procedures or standards should be followed and in what sequence. The work involves differing situations requiring use of judgment in search for solutions or new applications within ones' known experiences. Work is performed in an office, community, or library environment to promote library services. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. Due to the nature of library operations, the employee may be required to work evenings and on weekends, and at various branch locations. The physical demands consist mainly of moving from one work location to another, sitting or standing at a workstation for extended periods of time, walking, bending, stooping, pushing, pulling, reaching, and squatting, using standard office and library equipment on an ongoing basis, and may be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds. The work is performed under general supervision where the work assignments are varied and, although subject to standard practices and procedures, the worker is permitted some latitude to set own priorities subject to superior's approval.
Do you want to earn four weeks off during your first year of employment? Do you want low and no cost health insurance options? If you answered yes to any of these questions, you need to complete your application now. Work for the city you love!!!
Did you know as a City of Jacksonville employee, you would also have 12 paid holidays and a personal leave day as well? In addition, to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after 10 years of public service and on-time payments.
Examples of Work
Performs all borrowing, information services, reader's advisory, reference duties performed in face-to-face, virtual and outreach settings.
Designs, delivers, promotes, and facilitates programs, activities, and events in the library, virtually and at outreach engagements.
Engages with customers to deliver adult services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
Selects, organizes, and manages adult programs presented by internal and external experts in the library, virtually and at outreach engagements.
Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience.
Keeps abreast of changing technology and demonstrates proficiency in the Library Technical Competencies.
Compiles data, prepares reports, may assist, and/or make oral presentations.
Serving as lead worker, may schedule, assign, monitor, and review the work of others under general guidance of a supervisor.
Participates in the interview process for the selection of new staff.
Trains and instructs new employees and volunteers regarding library policies, practices, and procedures.
Actively seeks and utilizes feedback, ideas, and recommendations from staff, customers, and community members regarding library programs and services.
Serves as person on duty as assigned.
Required to work public service floor.
Assists with maintaining appearance standards by reporting facilities issues and picking up litter on library grounds.
Operates standard office and library equipment such as personal computers using work processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiches equipment, and calculators.
Demonstrates proficiency in the City of Jacksonville’s competencies.
Performs related work as required.
Knowledge, Skills and Abilities
Knowledge of library procedures, techniques, and policies.
Knowledge of the Library's organization, operation, policies, and procedures.
Knowledge of library resource materials and reference sources.
Ability to perform all borrowing, information services, reader's advisory, reference duties performed in face-to-face, virtual and outreach settings.
Ability to design, deliver, promote, and facilitate programs, activities, and events in libraries, virtually and at outreach engagements.
Ability to engage with customers to deliver adult services and connect customers to collections, programs, and other services in the library, virtually and at outreach engagements.
Ability to select, organize, and manage adult programs presented by internal and external experts in the library, virtually and at outreach engagements.
Ability to use computer databases including computerized catalog and circulation systems.
Ability to interview and gather data.
Ability to interpret rules, regulations, and policies.
Ability to schedule, assign, monitor, and review the work of others.
Ability to develop, organize and conduct training sessions and workshops.
Ability to serve as person on duty as assigned.
Ability to gather information from customers and effectively respond to their complaints and inquiries.
Ability to understand and apply library techniques, methods, and procedures including classification systems.
Ability to provide customer service in a library setting.
Ability to communicate effectively verbally and in writing.
Ability to review library materials and recommend purchases.
Ability to establish and maintain effective working relationships.
Ability to compile and interpret statistical data.
Ability to accept feedback and modify service delivery to better meet departmental and system goals.
Ability to prioritize to achieve results within established deadlines.
Ability to work with diverse populations and to provide services in a non-judgmental and non-discriminatory manner.
Ability to operate standard office and library equipment such as personal computers using word processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
Depending on assignment, must have ability to travel between various locations to meet the assignments of the position.
Open Requirements/Supplemental Information
A Bachelors’ Degree from an accredited institution is required.
Basic computer skills required.
Experience in education, retail, or library support work is preferred.
LICENSING/CERTIFICATION/REGISTRATION:
Depending on assignment, a valid driver's license may be required and must be maintained during employment in this class.
Depending on assignment, must qualify for prior to appointment, obtain, and maintain during employment in this class a City of Jacksonville Public Driver Certification.
OTHER REQUIREMENTS:
- The probationary period for this classification is six months.
A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.coj.net. Work history is required for all employment/volunteer work in which qualifications are being based.
REQUIRED DOCUMENTS:
College Transcript, with your social blacked out. Transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred.
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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment and are encouraged to apply for positions being filled.
If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference
If a candidate believes he or she was not afforded veteran’s preference, he or she may file a written complaint, within 60 calendar days upon receipt of notification of the hiring decision, requesting an investigation to:
Florida Department of Veterans Affairs
Attention: Veterans’ Preference Coordinator
11351 Ulmerton Road, Suite 311-K
Largo, FL 33778-1630
Email: VeteransPreference@fdva.state.fl.us
The City of Jacksonville provides a wide array of benefits to meet the diverse needs of our employees. Our comprehensive benefit programs include medical, dental and vision plans; life insurance coverage for you and your dependents; flexible spending plans for medical reimbursement, dependent care, parking, and transit expenses; an employee assistance program for you and your dependents; a 457(b) tax-deferred compensation plan to supplement your retirement, and a ROTH IRA plan. We also provide an extensive wellness program that includes a health intervention program if qualified, lunch and learns, health fairs, and discounted gym memberships. Please visit the Employee Benefits website for details on all the plans we offer.
www.coj.net/benefits
01
Each applicant must complete this supplemental questionnaire as a part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Copying and pasting your resume or stating "see resume" does NOT fulfill the requirements of the question. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and certify that your responses can be verified from information included within the application?
Yes
No
02
Are you authorized to work in the United States without sponsorship from the City of Jacksonville either now or in the future?
Yes
No
03
The budgeted annual salary for this position is $37,618.56. This is not negotiable. If selected, would you be willing to accept this position in this pay range? Please note; there is a 5% increase after successfully completing probation.
Yes
No
04
Which area of Jacksonville library branch location would you prefer?
Eastside
Westside
Northside
Southside
Downtown/Vicinity
Any Location
05
A bachelors' degree is required. Do you have a bachelor's degree or higher from an accredited college or university? If yes, you MUST attach a copy of your college transcripts to your application.
Yes
No
06
If you have a degree, indicate which degree you have and include any major/minor.
07
Do you have basic computer skills?
Yes
No
08
Experience in education, retail, or library support work is preferred. Do you have this type of experience.
Yes
No
09
Provide a detailed description (at least 3-4 complete sentences) of your experience.
10
Indicate the organization(s) you worked for where you gained this experience.
11
Do you have a valid motor vehicle operator license that is not under suspension/revocation or restricted under any pending or current citations/court proceedings? Please indicate which license you possess.
FL Class A Commercial Driver License (CDL)
FL Class B Commercial Driver License (CDL)
FL Class C Commercial Driver License (CDL)
FL Class E Driver License
GA Standard Driver's License
GA Class A Commercial Driver's License (CDL)
GA Class B Commercial Driver's License (CDL)
GA Class C Commercial Driver's License (CDL)
License from another State.
Learner Permit
My license is currently invalid.
I do not possess any type of Driver's License.
12
If you have a State of FL license, does your license currently have one or more of these restrictions?
C or 1 - Business Purpose Only
D or H - Employment Purposes
P or 2 – Probation Interlock Devise
S or I – Other Restriction
Two or more of these restrictions.
I have an out of state license.
None of the above.
13
Have you been cited for more than three (3) moving violations, or two (2) at fault accidents within the past 12 months from current date?
Yes
No
14
Have you been convicted of Driving-Under-the-Influence (DUI) in any state during the last 36 months from current date?
Yes
No
15
Have you been considered a "Habitual Traffic Offender" (HTO) within the past 12 months from current date?
Yes
No
16
I consent to the City of Jacksonville using the driver's license information I have provided to access a driver's license report from the Department of Highway Safety and Motor Vehicles. I understand if one was accessed with relation to this application, a copy will be provided to me upon request.
Yes, the City of Jacksonville has my consent to check my driver's license.
No, I do not wish to give consent to the City of Jacksonville to check my driver's license.
17
Provide your full Driver's License or Identification number. If a correct number is not provided, your application will be considered incomplete and may result in disqualification from the selection process.
18
If you are requesting veterans preference, you MUST download the appropriate state of Florida form (even if you don't live in Florida) and attach it to your application. FAILURE TO DO SO WILL DELAY YOUR VETERANS PREFERENCE STATUS. Please download the forms at http://www.coj.net/departments/employee-services/veterans-preference
Yes, I am claiming veterans preference and I understand that I MUST download the appropriate form and attach it to my application.
No, I am not claiming veterans preference and this does not apply to me.
19
Your college transcript is required with your application. College transcripts do not need to be official, but must state your name, the name of the school, type of degree, classes taken, grades received and date degree was conferred. NOTE: A copy of your diploma does not meet this requirement. Transcripts from colleges outside of the U.S. must be converted to U.S. Standards. If required documents are not provided your application will be considered incomplete and may result in disqualification from the selection process.
I have read the above statement and understand what is required.
Required Question
Agency
City of Jacksonville
Address
117 W. Duval St. Suite 100 Jacksonville, Florida, 32202
Website
http://www.coj.net/departments/employee-services.aspx
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