Customer and Programming Associate (On-Site Role)

at  Burlington Public Library

Title: Customer and Programming Associate
Department: Customer Experience
Location: Aldershot Branch
Reports to: Neighbourhood Branches Manager
Classification: Permanent Part Time
Hours per Week: 20 hours
Salary Range: $31.80 - $37.41 per hour
Posted: April 19, 2024 Closes: April 26, 2024 at 5:00pm ET

QUALIFICATIONS

Education:

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

Experience:

• Previous library or customer service experience is an asset.
• Previous program delivery experience is an asset

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.

Leadership:

• 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

Technical:

• 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.
• There is moderate computer use and frequent contact by email, MS Teams, and phone.
• Travel between branches within Burlington may be required. Mileage will be paid.

Working Hours

• BPL is a 7 days per week service and schedules include regular evenings and weekends.
• 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.

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.
• 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

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.
• 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.