Customer Service Representative

2 weeks ago

Orillia, Canada Georgian College Full time

**Customer Service Representative**

**(**
**Job Number**:
**487-22**
**)**

**Department**: Libraries and Academic Success
**Campus**: Orillia
**Classification**: Support Staff
**Posting Date**: January 13, 2023
**Salary Range**: $26.47 (start rate) - $30.69 (4-year rate)
**Hours Per Week**: 35 hours per week
**Status**: Full-time

Located in Orillia and reporting to the Operations Manager, Libraries and Academic Success, the incumbent coordinates, and provides, customer service to faculty, students and staff within Libraries and Academic Success. Specific duties include, but are not limited to:

- Tracking daily circulation statistics and providing basic trouble-shooting on library equipment
- Referring customers, as appropriate, to Library Technician and/or Librarian for advanced support with developing search strategies for locating and researching reference information
- Assist customers with printing, copying and scanning and troubleshooting device hardware and software, printing and copying payment and log-in issues
- Daily opening and closing of the Library
- Coordinating all room booking requests for break-out rooms on the Orillia campus
- Participating in recruiting, hiring and orienting part-time staff and library student assistants
- Onboarding and demonstrating library and library systems process and practices to part-time staff and Library Student Assistants
- Scheduling full and part-time staff and Library Student Assistants on the Customer Service desk
- Assigning daily work tasks to Library Student Assistants and part-time library staff based on operational need in the Library i.e. shelving of library materials, cleaning, library setup, and closing procedures
- Monitoring the progress of students and part-time staff following orientation to the departmental tasks and triaging performance concerns to manager when required
- Assisting with the maintenance of the library collections by ensuring materials that require repair are forwarded to Technical Services
- Shelving, sorting, counting, processing, tattle taping and withdrawing material as needed

**QUALIFICATIONS**:

- Successfully completed a one-year postsecondary certificate in Business Fundamentals, Generals Arts and Sciences or another related field
- A minimum of one year’ experience providing customer service within a library, administrative or business setting
- Experience using the Microsoft Office Suite (Word, PowerPoint, Outlook)
- Conflict resolution, problem solving, customer service and communication skills
- Ability to provide information and direction to clients with good judgment and diplomacy
- Organizational, time management, planning and coordination skills with the proven ability to deal with numerous demands and determine priorities while attending to constant interruptions
- Ability to work independently as well as within the customer service team

Alternate formats will be provided upon request throughout the recruitment and selection process.

**Applications for this position must be received by 11:59 p.m. on January 19, 2023.** While we thank all applicants, only those contacted for an interview will be acknowledged.

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