Customer Service Technician

3 weeks ago

Oakville, Ontario, Canada Town of Oakville Full time

Employment Status: Casual (CUPE 5348)

Primary Location: All branch locations

Hours: Casual staff have no regularly scheduled hours but may be offered work within their classification at any branch. There is no guarantee of hours for casual staff.

Availability: Casual staff are required to provide availability across days, evenings and weekends including a minimum of two (2) evenings per week and two (2) weekends (Saturday and Sunday) over a four-week period.

Do you have a passion for knowledge and excellent customer service skills? Oakville Public Library has seven library branches that are dedicated to serving the diverse community of Oakville. In this role, you'll support the public, collection and library operations within a branch to provide services that strive to Inspire Oakville.

What you'll do

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

Your experience and educational background:

Library and Information Technician diploma with minimum 1 year library experience or will consider an equivalent combination of education and experience

Experience with Symphony integrated library systems, RFID technology, 3D printers and Microsoft Office Suite would be considered an asset.

Who are we?

Oakville Public Library strives to fulfill our mission of cultivating discovery and creativity in every phase of life. We are focused on exceptional customer service to meet the needs of the children, youth, adults, and seniors utilizing our physical or online services. We continue to be agile in our mandate to meet the needs of the residents of Oakville.

What's it like to work at Oakville Public Library?

It's challenging, stimulating, and hugely rewarding. Our positions offer tremendous diversity and excellent opportunities for professional growth. Every day, we commit to providing access to tangible resources and programs that inspire, encourage, and provoke thought for the residents of Oakville.

Applications will be accepted on-line at in the current opportunities section no later than midnight on August 29, 2024.

The Oakville Public Library is an equal opportunity employer and is pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) within our recruitment process upon request. If you require accommodation at any time throughout the recruitment process please contact Human Resources at

A Security Clearance Check will be required for all employees and volunteers of the Oakville Public Library. Successful applicants must submit the Security Checks (dated within the last six months) prior to or on the first day of employment.

The Oakville Public Library endeavours to provide a safe environment for all its employees. We thank all applicants for their interest, however, only those candidates considered for an interview will be contacted.

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