Customer Experience Librarian - Adult

Customer Experience Librarian - Adult

Salary

$47,836.75 Annually

Location

To Be Determined, Jacksonville, FL

Job Type

Civil Service

Job Number

2027-07326

Department

PUBLIC LIBRARY

Opening Date

10/05/2026

Closing Date

10/16/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Job Description

The Jacksonville Public Library is actively seeking a Customer Experience Librarian - Adult.

This is professional work at the lead-worker level in providing research and reference services, development and maintenance of collections, program development and presentation, reader's advisory, and outreach establishing community partnerships. Serves as person on duty as assigned. Work requires an understanding and application of Library Science and management theories, principles, and practices gained through an American Library Association accredited program or an equivalent level of practical knowledge gained through experience. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. May schedule, assign, monitor, and review the work of others. Work involves frequent contact with library customers, co-workers, volunteers, and others requiring skill in understanding people, sensitivity to varying points of view, and persuasiveness necessary to influence behavior, change an opinion, or resolve a situation. The work is standardized in that tasks are covered by diversified procedures, because of changing priorities or different situations, employees have 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 performed in an office, library, or community environment to promote Library services. 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 and operates standard office and library equipment on an ongoing basis. May be required to lift objects weighing up to 25 pounds and push loaded book trucks weighing up to 50 pounds. Maintains appearance standards by reporting facilities issues and picking up litter on library grounds. The work is performed under limited supervision where the work assignments are subject to established procedures, practices, techniques, and/or policies, and the employee plans and organizes the work, determines their own priorities, and the work is reviewed, usually after the fact, in terms of quality, volume, timeliness, and adherence to established procedures and policies.

Do you want to earn four (4) 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 twelve (12) paid holidays and a personal leave day as well? In addition, 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 ten (10) years of public service and on-time payments.

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 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, and/or makes oral presentations.
• Monitors and reviews budget appropriates and expenditures for assigned work activity.
• May schedule, assign, monitor, and review the work of others.
• Serves as person on duty as assigned. 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.
• 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 word processing, spreadsheet, database, and other related software, peripheral and electronic devices, cash registers, copiers, fax machines, microfilm and microfiche equipment, and calculators.
• Demonstrates proficiency in the City of Jacksonville's competencies.
• Performs related work as required.

Knowledge, Skills and Abilities

• Knowledge of Library Science theories, principles, and practices including classification systems.
• Knowledge of the library's organization, operation, policies, and procedures.
• Knowledge of library procedures, techniques, and policies.
• 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 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 to include computerized catalog and circulation systems.
• Ability to interview and gather data.
• Ability to understand and apply Library Science theories, principles, and practices including classification systems.
• Ability to schedule, assign, monitor, and review the work of others.
• Ability to serve as person on duty as assigned.
• Ability to interpret rules, regulations, and policies.
• Ability to provide customer service in a library setting.
• Ability to review library materials and recommend purchases.
• Ability to develop, organize and conduct training sessions and workshops.
• 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 gather information from customers and effectively respond to their complaints and inquiries.
• Ability to communicate effectively verbally and in writing.
• Ability to establish and maintain effective working relationships.
• 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 Masters' Degree from an accredited institution in Library Science from an American Library Association accredited program OR
• Masters' degree in an unrelated field with two years of professional library experience OR
• Bachelors' degree with five years of professional library experience.

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 a City of Jacksonville Public Driver Certification.

OTHER REQUIREMENTS:

• The probationary period for this class is six months.
• Time spent as an E-Library Specialist will be counted the same as time in grade as a Customer Experience Associate.

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

This questionnaire will be used as part of the application and screening process. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to provide truthful, complete, and verifiable answers to this questionnaire?

• 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 $47,836.75. 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

Which best describes your qualifications?

• Masters degree from an accredited institution in Library Science from an American Library Association accredited program.
• Masters degree in an unrelated field with at least two (2) years of professional library experience.
• Bachelors degree with at least five (5) years of professional library experience.
• 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

Provide a detailed description (at least 3-4 complete sentences) of your experience. (Note: This MUST also be listed on your resume/application to receive credit.)

07

Indicate the organization(s) where you gained this experience. (Note: This MUST also be listed on your resume/application to receive credit.)

08

Which area of Jacksonville library branch location would you prefer?

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

09

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.

10

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.

11

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

12

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

• Yes
• No

13

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

• Yes
• No

14

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.

15

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.

16

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.

17

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.

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