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<div class="WordSection1">
<h1 style="mso-margin-top-alt:6.75pt;margin-right:0in;margin-bottom:18.75pt;margin-left:0in;background:white">
<span style="font-size:22.0pt;font-family:"Helvetica",sans-serif;color:#043689;font-weight:normal">Customer Experience Supervisor<o:p></o:p></span></h1>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Salary<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">$5,992.13 - $8,053.07 Monthly<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Location <o:p></o:p></span></b></p>
<p class="job-location" style="margin:0in;background:white;box-sizing: border-box">
<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Salem, OR<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Job Type<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Fulltime-Career<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Job Number<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">23-0307-05<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Department<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Library<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Org<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Library Admin Svcs<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Opening Date<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">06/05/2023<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Closing Date<o:p></o:p></span></b></p>
<p style="margin:0in;background:white;box-sizing: border-box"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">6/26/2023 11:59 PM Pacific<o:p></o:p></span></p>
<ul type="disc">
<li class="active" style="color:#4E4C4A;text-align:center;mso-list:l4 level1 lfo3;background:white;box-sizing: border-box;float:left">
<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif"><a href="https://www.governmentjobs.com/careers/cityofsalem/jobs/4051841/customer-experience-supervisor?pagetype=jobOpportunitiesJobs#details-info"><b><span style="font-size:10.0pt;color:#4E4C4A;text-transform:uppercase;letter-spacing:.75pt;border:none windowtext 1.0pt;padding:0in;background:white">DESCRIPTION</span></b></a><o:p></o:p></span></li><li class="MsoNormal" style="color:#4E4C4A;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-align:center;mso-list:l4 level1 lfo3;background:white;box-sizing: border-box;float:left">
<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif"><a href="https://www.governmentjobs.com/careers/cityofsalem/jobs/4051841/customer-experience-supervisor?pagetype=jobOpportunitiesJobs#details-benefits"><b><span style="font-size:10.0pt;color:#6D6C69;text-transform:uppercase;letter-spacing:.75pt;border:none windowtext 1.0pt;padding:0in;background:white">BENEFITS</span></b></a><o:p></o:p></span></li><li class="MsoNormal" style="color:#4E4C4A;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-align:center;mso-list:l4 level1 lfo3;background:white;box-sizing: border-box;float:left">
<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif"><a href="https://www.governmentjobs.com/careers/cityofsalem/jobs/4051841/customer-experience-supervisor?pagetype=jobOpportunitiesJobs#details-questions"><b><span style="font-size:10.0pt;color:#6D6C69;text-transform:uppercase;letter-spacing:.75pt;border:none windowtext 1.0pt;padding:0in;background:white">QUESTIONS</span></b></a><o:p></o:p></span></li></ul>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Job Summary<o:p></o:p></span></b></p>
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<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A"><img border="0" width="540" height="248" style="width:5.625in;height:2.5833in" id="Picture_x0020_1" src="cid:image001.jpg@01D99AF1.455CB640" alt="Customer Experience Supervisor description image"></span><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A"><br>
<strong><span style="font-family:"Helvetica",sans-serif">Make an impact: </span></strong> <br>
Salem Public Library is seeking a highly collaborative individual as our new Customer Experience Supervisor. This role will be instrumental in working with the leadership team to create and implement a customer service philosophy that centers equity, diversity,
inclusion and belonging in all patron interactions. The library is a welcoming space, valuing responsive service, adaptability, and community. This role will lead by example and have a great impact with delivering exceptional experiences with every single
interaction, creating life-long library users. <br>
<br>
The Customer Experience Supervisor in this position will need to be highly skilled in managing people, team building, process management, optimization of workflow, communication, and customer service. We are seeking a proactive individual who can help lead
and guide change as we look to continually evolve our services with limited resources in order to position the library to sustainably serve our community.<br>
<br>
<strong><span style="font-family:"Helvetica",sans-serif">What you will do: </span></strong> <br>
This position works with the Circulation Supervisor to oversee circulation staff at both locations. This includes regular communication and consistency with individual staff members working a variety of schedules. You will continually monitor operations and
adjust when needed. As the Customer Experience Supervisor in circulation, you will guide staff in all departments on processes and procedures such as creating library accounts, moving library materials, working with the automated materials handler, and filling
holds for the new library locker system at the Main branch.<br>
<br>
As a member of the leadership team, you will support daily library operations via “Person in Charge” rotations and actively communicate up, down, and across the organization. You will direct, develop, define, and conceptualize new ventures or approaches that
will ultimately result in innovative or more effective services. You will collaborate with staff and management to integrate services, evaluate, and assess current levels of service and service needs.<br>
<br>
Learn more about the Salem Public Library at: <a href="https://www.cityofsalem.net/community/library" target="_blank"><span style="color:#043689">https://www.cityofsalem.net/community/library</span></a><br>
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<strong><span style="font-family:"Helvetica",sans-serif">What can we offer you for all your hard work?</span></strong><o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Medical, dental, and vision coverage for you and your family.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l2 level1 lfo5;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Paid vacation and sick time in accordance with City policies.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Competitive pay.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Employer-paid PERS contribution of 6%.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Opportunity for voluntary pre-tax contributions to a 457b account.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Health care and dependent care flexible spending accounts.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Voluntary long-term care.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Employee wellness program.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Employee assistance program.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Employee health clinic.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Position schedule is Tuesday through Saturday 8:30 a.m. to 5:00 p.m., with one evening.<o:p></o:p></span></p>
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<strong><span style="font-family:"Helvetica",sans-serif">What are the minimum qualifications?</span></strong> <br style="box-sizing: border-box">
<br>
<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Must pass the pre-employment background check.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Must pass a drug test (including marijuana).<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l0 level1 lfo7;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Must have an Oregon driver license and a driving record that meets the City of Salem's driving standards.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l0 level1 lfo7;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Associate's degree from an accredited college or university in a related field to program assignment (i.e., library, business management, public service,
etc.), and four years of supervisory experience in a related field, or any combination of education, experience and training that demonstrate possession of the knowledge, skills, and abilities as listed, and ability to perform the essential job functions.<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in;background:white"><strong><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Additional information on job responsibilities:</span></strong><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A"><br style="box-sizing: border-box">
<br>
<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Analyze, research, develop and initiate project ideas as well as preparing project proposals.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Prepare reports and develop recommendations on specific areas of library service.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Coach and develop a positive and productive work environment and build relationships with both internal and external partners.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Work with the Learning and Development supervisor and other library staff to create and deliver new training around customer service. <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Establish a collaborative and professional work environment with staff and stakeholders that concentrates on creativity, best practices and emulates
an excellent level of customer service.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Compile and analyze statistics pertaining to circulation.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Investigate and develop plans for evolving services; recommend changes to existing procedures.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Adhere to, support, and effectively implement City and Library policy, procedures, and values; and communicate them to staff and to patrons.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Keeps abreast of current trends, technology, and new professional techniques; participates in the activities of professional and related organizations.<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Participate in establishing departmental policies with responsibility for interpreting those policies at the patron service level<o:p></o:p></span></p>
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Manages delinquent accounts sent to collection agency, including dealing directly with patron disputes and questions. <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Respond to general questions and specific questions relating to library accounts.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:1.0in;text-indent:-.25in;mso-list:l1 level1 lfo9;background:white">
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</span></span></span><![endif]><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Count money, reconcile reports, and prepare deposits. <br style="box-sizing: border-box">
<br>
<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left:.5in;background:white"><strong><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">About us:</span></strong><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A"><br>
The City of Salem is the second largest City in the State of Oregon, located in the heart Willamette Valley, and is the capital city of Oregon with a population over 170,000. Centrally located, Salem is 47 miles south of Portland and an hour from the Cascade
Mountains to the east and an hour from the ocean beaches to the west. Salem is an exceptional community for living and working with exciting new and comfortable well-established neighborhoods and carefully preserved historic buildings.<b><br>
<strong><span style="font-family:"Helvetica",sans-serif"> </span></strong></b> <br>
A full-service City, Salem has eight primary departments:<br>
Community Services, Finance, Fire, Enterprise Services, Legal, Police, Public Works, and Community and Urban Development. Several departments also have functional divisions within their department. The City has five labor unions and employs roughly 1,350 talented
and dedicated staff members. The Urban Renewal Agency and the Salem Housing Authority are separate municipal corporations. The Agency contracts with the City for services and the Authority is led by the Housing Administrator within the Urban Development department.<br>
<br>
<strong><span style="font-family:"Helvetica",sans-serif">Where can I find out more about the position?</span></strong><br>
Go to the menu option for Class Specifications and search for Supervisor II or view by <a href="https://www.governmentjobs.com/careers/cityofsalem/classspecs/1482843?keywords=supervisor%20II&pagetype=classSpecifications" target="_blank"><span style="color:#043689">clicking
here.</span></a><br>
<br>
<strong><span style="font-family:"Helvetica",sans-serif">How can I apply?</span></strong><br>
The City of Salem invites individuals of all diverse communities and backgrounds to apply for our available job opportunities as we strive to provide the best service to everyone. The City of Salem is committed to providing equal employment opportunities to
all and has a culture that values diversity, equity, and inclusion. We believe that by welcoming differences, encouraging new ideas and views, listening to, and learning from each other, we are better able to serve the community.<br>
<br>
To apply, click on the green “Apply” button to complete your application. Hiring managers do not have access to view resumes as part of the application review process, please make sure to include how you meet the qualifications outlined in the class specification
in your application.<em><span style="font-family:"Helvetica",sans-serif"> </span></em><br>
<br>
Applicants that meet the minimum qualifications as outlined above but not selected for this position may be placed on an eligibility list, and candidates may be hired from the list. Eligibility lists are valid for six months. The City will send email notifications
to eligible candidates about potential hiring opportunities so please ensure your email settings accept our system generated email notifications.<br>
<br>
You may subscribe for automatic notification of job openings at the City through the <a href="https://www.governmentjobs.com/careers/cityofsalem/jobInterestCards/categories" target="_blank"><span style="color:#043689">Job Interest Cards</span></a> - sign up
today!<br>
<br>
For more information about employment at the City of Salem, please visit our website at <a href="https://www.cityofsalem.net/government/jobs" target="_blank"><span style="color:#043689">www.cityofsalem.net/jobs</span></a>.<br>
<br>
<br style="box-sizing: border-box">
<br>
<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Agency<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.5in;background:white"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">City of Salem<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Address<o:p></o:p></span></b></p>
<address style="mso-margin-top-alt:0in;margin-right:0in;margin-bottom:15.0pt;margin-left:.5in;background:white;box-sizing: border-box">
<span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A;font-style:normal">295 Church St. Suite 210<br>
<br>
Salem, Oregon, 97301<o:p></o:p></span></address>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Phone<o:p></o:p></span></b></p>
<p class="MsoNormal" style="margin-left:.5in;background:white"><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">503-589-2081<br>
503-588-6162<o:p></o:p></span></p>
<p class="MsoNormal" style="background:white"><b><span style="font-size:11.5pt;font-family:"Helvetica",sans-serif;color:#4E4C4A">Website<o:p></o:p></span></b></p>
<p class="MsoNormal"><a href="https://www.governmentjobs.com/careers/cityofsalem/jobs/4051841/customer-experience-supervisor?pagetype=jobOpportunitiesJobs">https://www.governmentjobs.com/careers/cityofsalem/jobs/4051841/customer-experience-supervisor?pagetype=jobOpportunitiesJobs</a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Century Gothic",sans-serif;color:#1F3864">Hannah Bostrom</span></b><o:p></o:p></p>
<p class="MsoNormal"><i><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#1F3864">Librarian
</span></i><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#1F3864"> I
<i>she/her</i> </span><o:p></o:p></p>
<p class="MsoNormal"><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#1F3864">City of Salem | Salem Public Library</span><o:p></o:p></p>
<p class="MsoNormal"><a href="https://www.google.com/maps/search/585+Liberty+St+SE,+Salem,+OR+97301?entry=gmail&source=g" target="_blank"><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:blue;background:white">585 Liberty St SE, Salem,
OR 97301</span></a><o:p></o:p></p>
<p class="MsoNormal"><a href="mailto:hbostrom@cityofsalem.net" target="_blank"><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:blue">hbostrom@cityofsalem.net</span></a><span style="font-size:9.0pt;font-family:"Century Gothic",sans-serif;color:#1F3864">
| 503-588-6124</span><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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