Job Posting

Title: Call-in Customer Service Assistant

Department: Customer Experience

Reports to: Manager, Equity, Diversity, and Inclusion

Classification: Call-in

Shift schedule: Must identify availability for 9 shifts per month

Salary Range: $28.00 - $32.95 hourly

Posted: May 16, 2024 Closes: May 30, 2024 at 5:00pm ET

About the Library

Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.
We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.

Qualifications:

Education:

• Undergraduate degree or post-secondary diploma required.
• Library Technician diploma an asset.

Experience:

• Previous library or customer service experience is an asset.

Position Description:

Overall Purpose: As a member of the Customer Experience team, this position models BPL's values in all interactions, provides proactive customer-centered service, and is proficient in customer service routines and the Integrated Library System.

Key Accountabilities:

• Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to create exceptional customer experiences.
• Effectively use the Integrated Library System and other library tools to complete associated customer service routines and offer customer tech support.
• Encourage, instruct, and assist customers in the use of all forms of library technology, including troubleshooting technology issues.
• Perform materials handling tasks.
• Under the guidance of the Manager and Branch Operations Lead, support collection initiatives, to ensure an accurate, tidy, balanced, and accessible collection that meets customer needs.
• Perform additional position-related accountabilities assigned by management.

Key Business Relationships:

Internal:

• Staff at the Library; Customer Experience Managers, Librarians, Branch Operation Leads, Programmers, CPAs, Clerks, Pages.

External:

• Customers
• Facility Partner Staff, where applicable

Scope:
Budget: N/A
Direct and Indirect Reports: N/A

Key Competencies: Knowledge, Skills and Abilities
Behavioural:

• Learn and model BPL's values during all interactions with internal and external individuals.
• Communicate in a professional manner that is consistent and aligned with BPL's Voice document.
• Customer-first orientation and centricity
• Collaborative and solution-focused approach to innovative problem solving and teamwork.
• Passionate about continual learning, professional development, creativity, and analytical thinking.
• Promote and celebrate diversity and inclusion in BPL's collections and services.
• Demonstrates resiliency and adaptability in resolving issues and switching tasks.
• Engaging customers in conversation about the collection, books and reading, while demonstrating an awareness of trends and topics.

• Demonstrates excellent customer service and problem-solving skills.
• Champions of change in a positive and productive manner
• Action-oriented and perseveres to address customer requests and concerns
• Understands accountability

• Knowledge of BPL organization (vision, mission, values, strategic plan, stakeholders, partners, etc.)
• Knowledge of policies, processes, procedures, and systems within BPL.
• Knowledge of library Customer Experience Philosophy and Customer Experience Standards.
• Excellent time management skills with the ability to work as part of a team.
• Excellent customer service skills and the ability to work with a diverse group of people.
• Demonstrated critical thinking skills to guide and support the customer experience at all points of contact including de-escalation techniques.
• Proficiency in Microsoft Office 365: Outlook, Word, Excel, PowerPoint, Teams.
• Proficiency with Integrated Library System and associated library tools and applications: library catalogue, online databases and e-resources.
• Knowledge of traditional and digital literacy.
• Excellent presentation skills in programming and service delivery.

Work Environment

• Most work is completed in public library spaces while customers are present, with little exposure to noise, dirt, or external elements.
• Physical work such as moving, changing and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
• Moderate computer use and frequent contact by email, MS Teams, and phone.
• Must have the ability to travel to all library locations.

Working Hours

• BPL is open seven days a week, including evenings and weekends.
• Must be able to work various shifts on a scheduled call-in basis according to a required amount of availability.
• Duties may require work after-hours in case of emergency situations.

Physical Effort

• Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
• Some continuous physical exertion required such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
• Ability to move materials and supplies (up to 50lbs.)
• Extended periods of sitting at computer and telephone use.
• Ability to stand for extended periods of time.
• Ability to bend and stretch to reach high and low shelves.

Mental Effort

• Moderate visual concentration while performing routine tasks requiring accuracy and attention to detail on a computer.
• Maintaining a positive, professional, and diplomatic demeanor at all times.
• Moderate focus while sorting, shelving and maintaining collections.
• Moderate stress for tight timelines, competing priorities and people/relationship management.
• Providing service and feedback to multiple people simultaneously.

Working with us
As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.
Burlington Public Library is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.
For more information about working at BPL, please visit www.bpl.on.ca/about/careers
If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs. Please contact Natalya Tridon, Human Resources Business Partner, at [email protected]
If you have a disability that makes it difficult to apply using the online form, please call us at 905-639-3611 Ext. 1105. We thank all applicants in advance and advise that we will contact only those selected for an interview.

Personal information on your résumé is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility.

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