Description:
As a Customer Service Technician you will:
- Deliver excellent service to customers of all ages by adhering to the AODA’s Customer Service Standard
- Provide customer service related to the circulation of materials and customer account information
- Interpret library policies during customer interactions; refer complex situations to next level staff
- Provide ‘roving’ reference and readers’ advisory services to the public, in person, by telephone and electronically; refer complex inquiries to next level staff or specialized resources
- Assist customers in accessing online and print information using all technologies including mobile devices and 3D printing
- Support and promote self-service technology by explaining and demonstrating functionality as appropriate, such as self-checkout, multi-functional printers
- Provide technical support to customers, such as PC Reservation guest passes, Microsoft Office, web email, program registration software
- Resolve situations with security gate alarm
- Process account reconciliation and cash deposits
- Identify and resolve customer service problems and complaints; report those requiring further resolution
- Process interlibrary loan requests
- Assist with collection maintenance and development work, including new books, standing orders and weeding
- Assist with branch operational activities such as compiling statistics and reports
- Promote library collections through visual merchandising and creation of reading lists for website
- Understand and promote OPL resources, programs and services
- Provide training for customers and staff as required
- Assist with orientation and training of new staff as required
- Replenish pamphlets and posters; maintain community bulletin boards
- Provide information on room rental, and act as first point of contact; assist with room set-up for programs and external bookings
- Order office supplies
- Maintain awareness of new and emerging trends in library services and programs
- Develop new skills and participate in professional development opportunities
- Participate in internal and/or external committees as required
- Work in compliance with the provisions of the Occupational Health & Safety Act, the Workplace Safety and Insurance Act, other relevant health and safety legislation, and the Oakville Public Library’s Health & Safety Program
- Assist with other duties as assigned
Is this a good fit for you?
We're looking for someone who can:
- Provide excellent customer service to both internal and external customers
- Communicate effectively, both written and verbal
- Utilize knowledge of print and online resources to support reference and readers’ advisory services for customers of all ages
- Apply expertise in technology, along with an understanding of the critical and evolving role of technology
- Perform work requiring accuracy and attention to detail
- Exercise good judgment and decision making skills
- Employ excellent interpersonal and relationship building skills
- Employ excellent organizational and time management skills with the ability to prioritize and multitask in a busy environment
- Demonstrate awareness of new and emerging trends in library services and programs
- Work independently and as part of a team
- Respond effectively to change
- Be flexible with work assignments and schedule; shifts include morning, afternoon, evening and weekend shifts
- Demonstrate experience with automated library systems