What are the responsibilities and job description for the Customer Experience Specialist position at City of New Braunfels, TX?

Salary : $19.75 - $23.70 Hourly

Location : New Braunfels, TX

Job Type : Full Time

Job Number : 00829

Department : LIBRARY

Division : Library

Opening Date : 01 / 08 / 2025

Closing Date : 1 / 22 / 2025 5 : 00 PM Central

Job Summary

Welcome, 'ist das Leben schön!' (Life is good!) At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work : Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. Do our values speak to you?

What we're looking for : A motivated and collaborative individual to join the Library Department. You will continue to successfully serve the current and future needs of the New Braunfels community. Under general supervision, the Customer Experience Specialist ensures excellent and consistent service for all visitors of the New Braunfels Public Library system.

Benefits & Total Rewards :

Our City team members are our most valuable asset! We offer Total Rewards when you join our team.

Competitive medical, dental and vision insurance
2 : 1 match on retirement contribution
Paid volunteer time off - 16 hours per year
Vacation accrual starts at date of hire - up to 120 hours annually your first year
Get paid to stay - longevity pay on top of your regular pay after one full year
Tuition reimbursement program
Bilingual pay offered
Keep learning - professional and personal development training available

Primary Duties and Responsibilities

The responsibilities you'll be trusted with :

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Manages Library Aides and Assistants as assigned.

Collaborates with the Branch Manager to deliver high quality library services to patrons and the timely and efficient flow of library materials.

Serves as Branch Manager in the Branch Manager's absence.

Models exemplary customer service and holds staff accountable to expectations.

Assists the Branch Manager with developing, conducting, and managing a comprehensive customer service program for library staff.

Collaborates to ensure staff receives the necessary training, coaching, and mentoring required to provide excellent customer service.

Assists the Branch Manager with interviewing and hiring of library staff.

Ensures that all circulation functions are optimized for customer ease and staff effectiveness.

Assists with daily circulation reports and manages a variety of administrative activities including data management and employee scheduling.

Makes recommendations for process improvements and collaborates with the Branch Manager to implement service initiatives to all staff.

Serves as a mentor and takes a leadership role in staff meetings. Leads small groups to complete and report on assignments.

Functions as Librarian on Duty and staffs service desk as needed.

Performs other duties as assigned or required.

Education, Experience, Licenses and Certifications

MINIMUM QUALIFICATIONS :

Your areas of knowledge and expertise that matter most for this role :

Education and Experience :

Bachelor's degree; and three (3) years of customer service experience; OR an equivalent combination of education and experience.

Preferred qualifications :

Prior library experience performing public service functions.

Required Licenses or Certifications :

Must possess a valid Texas Driver's License.

Knowledge, Skills and Other Requirements

Required Knowledge of :

Principles and practices of quality customer service, staff training and development.

Proficient in Microsoft Office Suite and ability to adapt to emerging technologies as needed.

Principles and practices of supervision.

Circulation and reference principles.

Library computer systems, software, and databases.

Required Skill in :

Supervising, coordinating, and participating in circulation desk operations.

Ensuring the delivery of high-quality library services to patrons.

Ability to discern when concerns need to be brought to the attention of the Branch Manager.

Responding to public inquiries and complaints regarding library related matters.

Providing assistance in performing reference desk functions.

Physical Demands / Work Environment :

Work is performed in a library environment and is subject to sitting, standing, walking, bending, reaching, and lifting of objects up to 40 pounds.

Must be able to push loaded book carts and lift or carry library materials and equipment.

Must be able to work irregular hours including weekends, holidays, and evenings.

May be required to work immediately before, during or after an emergency or disaster.

The City of New Braunfels offers a cost effective comprehensive benefits package to all full-time employees. Some of our benefits are also available to our part-time regular employees.

To learn more about our compensation and benefits, please visit our page.

Salary : $20 - $24

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