Description:
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.
Key Business Relationships:
Internal:
- Staff at the Library; Customer Experience Managers, Librarians, Branch Operation Leads, Programmers, Clerks, Pages
External:
- Customers
- Facility Partner Staff, where applicable
- Occasionally, this position will work with community partners
Scope:
Budget: No budget responsibility or purchase authority.
Direct and Indirect Reports: No direct or indirect reports.
Key Competencies: Knowledge, Skills and Abilities
Behavioural:
- Learn and model BPL's values during all interactions with internal and external individuals. For more information BPL Values in Action
- Communicate in a professional manner that is consistent and aligned with BPL’s Voice document. For more information: Who We Are
- 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.