Customer & Programming Associate (On-Site)

Burlington Public Library•Burlington, ON

7d•CA$33 - CA$39•Onsite

About The Position

This position will fill an existing vacancy. 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. 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.

Requirements

Undergraduate degree or post-secondary diploma required.
Previous library or customer service experience is an asset.
Previous program delivery experience is an asset.
Knowledge of BPL’s vision, mission, values, and strategic plan.
Knowledge and application 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.

Nice To Haves

Library Techniques diploma an asset.

Responsibilities

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.
Under the direction of the Manager and Librarian, deliver and support programming.
Participate on system-wide teams, working groups and customer service projects as required.
Perform additional position-related accountabilities assigned by management.