Customer Experience Associate - Youth

Customer Experience Associate - Youth

Salary

$39,123.27 Annually

Location

To Be Determined, Jacksonville, FL

Job Type

Civil Service

Job Number

2026-07119

Department

PUBLIC LIBRARY

Opening Date

05/28/2026

Closing Date

6/10/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Job Description

The Jacksonville Public Library is seeking two (2) Customer Service Experience Associate - Youth.

This is professional work at the lead worker level providing customer service assistance or programs to children of all ages and their parents/caregivers. 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 superiors approval.

Examples of Work

• Performs all borrowing, information services, readers advisory, reference duties performed in face-to-face, virtual and outreach settings.
• Designs, delivers, promotes, and facilitates programs, activities, and events in libraries, virtually and at outreach engagements.
• Integrates literacy practices into customer interactions whenever possible to help develop literacy skills.
• Engages with customers to deliver youth services and connect customers to collections, programs, and other services 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 research, trends, and changing technology as it relates to youth services and development and demonstrates proficiency in the Library Technical Competencies.
• Compiles data, prepares reports, may assist with 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.
• Trains and instructs 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.
• Participates in the interview process for the selection of new staff.
• Operates 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 microfiches equipment, and calculators.
• Required to work public service floor.
• Assists with maintaining appearance standards by reporting facilities issues and picking up litter on library grounds.
• 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 elementary and secondary school educational trends.
• Knowledge of child development and literacy skills.
• Knowledge of the Librarys organization, operation, policies, and procedures.
• Knowledge of library resource materials and reference sources.
• Ability to perform all borrowing, information services, readers 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 youth services and connect customers to collections, programs, and other services 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 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 interpret rules, regulations, and policies.
• 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 with a preferred concentration in librarianship, education, child development or other related field is required.
• Experience in education, retail, or library support work is preferred.
• Basic computer skills required.

LICENSING/CERTIFICATION/REGISTRATION:

• Depending on assignment, a valid drivers 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.
• College transcript is required with your application.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.jacksonville.gov. Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blacked out, is required with your application. U.S. 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. Transcripts outside the U.S. must be converted to U.S. standards.

The application system works best with Google Chrome or Edge with Chromium web browsers. Please try to apply using one of these browsers. To ensure you receive email notifications, be sure to make "info@governmentjobs.com" a trusted sender. You may also track the status of your application and see notifications by logging into your account. For further information regarding the application process. please refer to the Frequently Asked Questions on the website.

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 veterans 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 sixty (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 $39,123.27. This is not negotiable. If selected, would you be willing to accept this position at this salary? (Civil Service positions have a 5% increase after successfully completing probation.)

• Yes
• No

04

A Bachelors degree or higher from an accredited institution with a preferred concentration in librarianship, education, child development or other related field is required. Do you have this degree?

• Yes, I have a bachelors degree or higher with one of the preferred concentrations.
• Yes, I have a bachelors degree or higher with a concentration in another area.
• No, none of the above.

05

If you have a degree, indicate which degree you have and include any major/minor. A copy of your college transcript is required with your application.

06

Do you have basic computer skills?

• Yes
• No

07

Experience in education, retail, or library support work is preferred. Do you have this experience?

• Yes
• No

08

Provide a detailed description (at least 3-4 complete sentences) of your experience.

09

Indicate the organization(s) you worked for where you gained this experience.

10

What is your preferred age group to work with?

• 0 - 11
• 12-18
• Adults

11

If you answered 0-11 or 12-18: What is your experience working with youth?

12

What is your experience creating lesson plans, either for formal or informal learning?

13

Do you have experience using a computer with office application such as Microsoft Office in a window-based environment?

• Yes
• No

14

Do you have experience conducting research via database or internet?

• Yes
• No

15

Do you have experience in an inbound call center or customer service environment?

• Yes
• No

16

Do you have experience providing guidance and technical assistance to customers?

• Yes
• No

17

Which area of Jacksonville library branch location would you prefer?

• Eastside
• Westside
• Northside
• Southside
• Downtown/Vicinity
• Any Location

18

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 Drivers License
• GA Class A Commercial Drivers License (CDL)
• GA Class B Commercial Drivers License (CDL)
• GA Class C Commercial Drivers License (CDL)
• License from another State.
• Learner Permit
• My license is currently invalid.
• I do not possess any type of Drivers License.

19

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 Device
• S or I - Other Restriction
• Two or more of these restrictions.
• I have an out of state license.
• None of the above.

20

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

21

Have you been considered a "Habitual Traffic Offender" (HTO) within the past 12 months from current date?

• Yes
• No

22

Have you been convicted of Driving-Under-the-Influence (DUI) in any state during the last 36 months from current date?

• Yes
• No

23

I consent to the City of Jacksonville using the drivers license information I have provided to access a drivers 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 drivers license.
• No, I do not wish to give consent to the City of Jacksonville to check my drivers license.
• I do not possess a valid drivers license.

24

Provide your full Drivers License or Identification number. For out of state license, please include the state. PLEASE NOTE: Florida driver's license numbers are changing. Provide your most recently issued number. If a correct number is not provided, your application will be considered incomplete and may result in disqualification from the selection process.

25

If you are requesting veterans preference, you MUST download the appropriate state of Florida form (even if you dont 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.

26

A copy of 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

Employer City of Jacksonville

Address 117 W. Duval St.

Suite 100

Jacksonville, Florida, 32202

Website http://www.coj.net/departments/employee-services.aspx