Customer Service Assistant

at  City of Ottawa

Requisition ID: 10963
Department: Ottawa Public Library
Service: Branch Operations
Branch: Public Services
Employment Type: 1 Permanent Part Time Position
Work Hours: 17.5 hours per week
Affiliation: CUPE 503 Library
Salary Information: $29.747 - $34.805 per hour (2024 rates of pay)
Location: Beaverbrook Branch, 2500 Campeau Drive
City: Ottawa, ON
Job Category: Ottawa Public Library

JOB SUMMARY

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through a range of vehicles and reflecting a citizen-centred approach.
You provide customer service to the library customers in-person, roving the branch, telephone/switchboard and/or through electronic/web chats. You provide assistance with membership services, and support materials and cash handling activities.
Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement, Core Values, Customer Experience Guidelines and the Canadian Federation of Library Associationn position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing customer service excellence.

EDUCATION AND EXPERIENCE

Completion of Grade 12
Minimum of 1 year of library or customer service experience

KNOWLEDGE

• Knowledge of customer service techniques and protocols
• Knowledge and experience with computers, Microsoft Office applications and other equipment including electronic devices
• Experience with integrated library systems
• Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures
• Library circulation procedures and practices
• Methods and techniques for handling cash
• Methods and techniques of responding to inquiries and resolving patron complaints
• General knowledge of Ottawa Public Library policies and procedures
• Knowledge of applicable health and safety legislation, including the rights and duties of workers

COMPETENCIES, SKILLS AND ABILITIES

• Customer service orientation, including the use of tact, discretion and confidentiality
• Effective verbal and written communications and interpersonal skills
• Reasonable judgment in a professional setting
• Effectively apply technology to library services and programs
• To carry out a range of circulation activities, including registration, collecting fees
• Ability to respond effectively to a range of library service inquiries and resolve complaints
• Ability to perform routine manual or clerical tasks and manoeuvre book carts and lift boxes up to 40 pounds
• Ability to handle and account for cash and to prepare bank deposits
• Strong interpersonal skills, ability to deal with the public and handle problems as they arise
• Perform multiple tasks concurrently
• Ability to work effectively independently and as a team member
• Attention to detail.
• Sound problem solving
• Efficient time management
• Flexibility, ability to adjust priorities
• Strongly committed to quality customer service
• Strong listening/comprehension skills

WHAT YOU NEED TO KNOW

• Language Requirement: Designated Bilingual – specific level of language proficiency: French: oral, reading, writing required. English: oral, reading, writing required. Candidates who do not meet language requirements will be required to participate in training.
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the Ottawa Public Library’s satisfaction.; Police record checks completed by a third-party company will not be accepted.
• Additional vacancies may occur during the competition process.
• Alternative educational credentials combined with job-related experience, demonstrated performance, and ability may be considered in lieu of stated academic requirements.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
  We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
  The Ottawa Public Library promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
  Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.
  The Ottawa Public Library provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.
  Accessible formats and communication supports are available upon request. Please contact the HR Service Centre at 613-580-2424, extension 47411.

Please refer the Job description for details