Client Services Representative

2 days ago

Kitchener, Canada Library Services Centre Full time

**Job title**

Customer Service Representative (“CSR”)

**Reporting to**
- Manager, Client Services_

**About LSC**

For over 50 years, the Library Services Centre (LSC) has stood as an industry leader serving libraries across Canada. We provide comprehensive acquisitions, cataloguing, processing, and consultancy services for libraries of all sizes and budgets. We continue to revolutionize and expand our services and keep ahead of trends so that our clients can focus on their patrons. Together, we keep Canadian libraries current and innovative.

**Job purpose**

The CSR is the key point of contact for our library clients and communicates with customers to acknowledge and resolve inquiries.

The CSR will be required to work in the office/on-site at LSC’s Kitchener, ON office.

**Duties and responsibilities**
- Act as the key point of contact between LSC and library clients of various sizes
- Acknowledge, respond to, and resolve all customer inquiries; determining when to escalate time-sensitive or complex issues to management
- Record-keeping of customer interactions, comments, and trends
- Complete and send reporting based on daily, weekly, and monthly library schedules and preferences
- Liaise with other departments to meet customer demands
- Maintain a friendly, empathetic, and professional attitude toward customers at all times
- Use understanding of LSC’s services and procedures to answer questions
- Provide feedback on the efficiency of the customer service process and assist with improvement projects
- Communicate and coordinate with colleagues and direct reports to complete responsibilities and meet deadlines and targets
- Attend departmental and other meetings, if or as required
- Follow all company policies and procedures
- Other miscellaneous duties as assigned from time to time

**Skills and qualifications**
- High School Diploma or equivalent is required
- Minimum 1 to 2 years’ experience in a Customer Service role/ environment
- Post-secondary education or relevant course work and/or experience is an asset
- Business level written and verbal communication skills; must be highly proficient in English
- Must have effective interpersonal, conflict resolution, time management, and organizational skills
- Proficient using Microsoft Office (especially Excel)
- Ability to handle challenging customer interactions effectively and professionally
- Excellent active listening skills, with the ability to understand, clarify, and resolve issues and concerns
- Knowledge of the public library or publishing industry is considered an asset

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