Story Center Customer Service Associate II

Position Overview: The Customer Service Associate is a key member of The Story Center team.  Working from the historic Woodneath home and the Woodneath Library Center, they help to deliver core Story Center services and resources by hosting public programs, printing publications on the Espresso Book Machine, and orienting customers to the Story Center Collection, among other duties.  The person is passionate about providing excellent service to all customers and about The Story Center’s mission to empower library customers to create stories, share those stories, and connect with the stories of others. 

$14.53 per hour
This is a part-time, non-exempt position

Employee Expectations:

  • Models excellent customer service attitude and assists customers in a tactful and effective manner
  • Provides a proactive level of customer service and assists customers through various aspects of utilizing the Library
  • Supports, promotes, implements, and makes decisions based on established Library policies, guidelines, and programs
  • Contributes positively to the efforts of the Library
  • Establishes and maintains supportive working relationships with internal and external customers
  • Knowledge and support of the principles of intellectual freedom including the Library Bill of Rights and the Freedom to Read statement
  • Models excellent customer service attitude and delivery, supporting a collaborative and inclusive workplace
  • Exhibits self-motivation in managing changing priorities
  • Negotiates for win-win solution
  • Exhibits characteristics of life-long learner in willingness to investigate new ideas

Essential Job Functions:

  • Hosts Story Center programs, including preparing event space, introducing presenter, and distributing, collecting, and recording program evaluations
  • Operates Espresso Book Machine to print customer publishing projects
  • Acts as a guide for customers in use of Story Center resources and programs
  • Develops familiarity with and actively promotes The Story Center Collection and online resources 
  • Assists with planning and creating eye-catching displays for Story Center Collection
  • Orients customers to the historic Woodneath home and property
  • Recommends resources to customers based on interests, needs, and availability
  • Ensures that Story Center area and its grounds are clean and orderly
  • Assists with opening and closing historic Woodneath home, as necessary
  • Provides administrative support for the Director, Publication Manager, and Program Manager as necessary
  • Possession of a valid driver license and a reliable personal vehicle for use in carrying out the duties of this position including transportation of materials and equipment (mileage reimbursed)
  • Other duties as assigned

Required Skills:

  • Exhibits excellent public presentation abilities
  • Demonstrates key organizational skills, including attention to detail and follow through
  • Uses effective verbal, written, and discreet communications
  • Performs duties requiring the exercise of professional skill, initiative, and independent judgment
  • Successfully handles matters of conflict
  • Demonstrates proficiency in office productivity and other software

Experience and Training:

  • Associate’s degree required, but Bachelor’s Degree preferred
  • Customer service experience and demonstrated aptitude for learning technology
  • Experience with some aspect of “story” or storytelling preferred
  • Experience with public program planning and implementation and/or publications preferred
  • Experience in public speaking

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