Citizen Service Representative (Including Library Services)

at  City of Greater Sudbury

JOB DESCRIPTION

Section: Citizen Service Centres
Division: Greater Sudbury Public Library
Department: Office of the Chief Administrative Officer
Initial Reporting Location: Valley East Library and Citizen Service Centre
Job Status: Regular Part Time Position
Affiliation: Inside Unit
Hours of Work: Up to 48 hours bi-weekly
Shift Work Required: Some evenings and weekends
Range of Pay: Group 9 - $28.74 to $34.00 per hour

QUALIFICATIONS:

• Successful completion of Secondary School (Grade XII) Education plus completion of some additional training or post-secondary education in a related discipline, (e.g. arts, science, computers).
• One (1) to two and one-half (2½) years related experience.
• Knowledge of library services and operations.
• Knowledge of municipal services and departments.
• Knowledge of microcomputer software and administrative systems in Windows and Internet based environments (e.g. file maintenance, word processing, computerized spreadsheet applications, information input and retrieval).
• Knowledge of library automated systems, CLASS System and customer relationship management software an asset.
• Ability to demonstrate interpersonal skills in dealing with the public in a courteous and effective manner.
• Ability to demonstrate organizational skills and attention to detailed work.
• Ability to demonstrate accurate keyboarding skills.
• Excellent use of English; verbally and in writing.
• French verbal and written skills an asset.
• Satisfactory health, attendance and former employment history.
• Must be physically capable of operating a vehicle safely, possess a valid driver’s licence, have an acceptable driving record, and personal insurance coverage.
  This job is also being posted as a development opportunity. Should there be no fully qualified candidate for this position, a candidate who can be expected to meet the required qualifications within a reasonable period of time may be considered for this position as a development opportunity.
  Development opportunity range of pay: $28.01 to $32.51 per hour. The successful candidate will be paid at the reduced range until the minimum qualifications have been met.

• Provide promotional and/or informational material/forms regarding municipal services, assist customers in completing forms.
• Direct customers to appropriate department for specialty services (e.g. business licence, planning services).
• Provide library services including circulation of library materials, placing reserves and renewing library materials, checking shelves for materials using search lists, processing deliveries and exchanges, cataloguing on the fly, repairing damaged books, sorting and shelving materials and reading and dressing shelves.
• Provide reader service.
• Receive and process registrations, licence applications, lottery reports, fees, cemetery plots/niche units, and facility bookings as directed.
• Receive revenue, imprint payment stubs and issue receipts as required from a pre-set menu of services (e.g. parking tickets, tax payments, program fees, transit passes, dog tags).
• Balance revenue received with payment stubs, receipts and cash register totals daily; prepare daily bank deposit and forward summary to the appropriate Section.
• Ensure security of revenue in cash register and safe at all times by closing each and testing same; may take deposit to the bank, as directed.
• May issue marriage licences, as required.
• Reconcile bus pass and ticket revenues and report same to Transit on a monthly basis.
• Resolve minor complaints from the general public within pre-set parameters.
• Record customer service requests/complaints in accordance with established protocols.
• Act as Commissioner of Oaths as required.
• Ensure security of premises.
• Enter monthly statistics as required.
• Perform typing, filing and miscellaneous clerical duties.
• Provide detailed account information as required for tax, water bills, leisure facilities and programs.
• Maintain inventory and process sales of Corporate Wear.
• Host library programs, workshops; prepare rooms; take registrations.
• Provide software support for citizens using the Internet, WordPerfect and other software available to the public through the library.
• Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required