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Customer and Programming Associate

3 months ago

Burlington, Canada Burlington Public Library Full time

**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

**About the Library**

Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.

**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

**Overall Purpose**:
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.
- 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.
- 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.
- 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 wee