Customer Experience Coordinator

1 month ago

Richmond Hill, Canada City of Richmond Hill Full time

Posting Id- 2793- Department- Library- Location- RHPL - Central- Schedule- 70 hours bi-weekly, including evenings and weekends- Employee Group- RHPL Non Union- Rate of Pay- $67,622.00 - $79,065.00 Annual- Job Type- Permanent Full Time- Replacement/New Position- New Hire- Posting Type- Internal and External- Posting Date- 11/18/2024- Application Deadline- 12/02/2024**Position Summary**:
This Coordinator position supports the Assistant Manager, Customer Experience, by assisting in the effective coordination of all Customer Experience functions in the day-to-day operations of the library branch. Under the direction of the Assistant Manager, the Coordinator assists with staff training, setting daily priorities, ensuring compliance with standards, facilitating communication, and overseeing workflow. This position plays a key role in maintaining smooth branch operations.

**Key Duties and Responsibilities**:

- Assists the Assistant Manager, Customer Experience in monitoring and organizing daily Customer Experience functions, including scheduling.
- Coordinates the daily operation of the Customer Experience team by leading, setting priorities, resolving issues, and determining workflow effectiveness.
- Assists in leading, supporting, and training staff, under the guidance of the Assistant Manager.
- Supports the Assistant Manager in implementing service changes, innovations, and projects.
- Assists the Assistant Manager with daily cash revenue reconciliation and prepares for the weekly bank deposit pickup by the cash management service agent.
- Provides support to the Library Technicians (LTs) with the opening and closing of the library branch, under the supervision of the Assistant Manager.
- Provides support to the Assistant Manager in organizing after-hours library services, processing room bookings, proctoring services, promoting library services and programs, and updating postings on the Community Bulletin Board.
- Assists in preparing operational and service reports and compiling data, such as Library Survey Week statistics, People Counter statistics, and more.
- Monitors library supply inventory and notifies the Assistant Manager when supplies need to be reordered.
- Serves as a role model by following all established occupational health and safety procedures, staying aware of workplace hazards, and taking preventative measures. Actively contributes to the safety of oneself, fellow staff members, and library property by reporting hazardous conditions and unsafe work practices. Adheres to the Richmond Hill Public Library Health and Safety Policy and program.
- Participates in designated teams and committees, and attends relevant meetings, workshops, courses, and conferences as required.
- Other duties as required.

**Duties and Responsibilities Cont'd (if applicable)**:
**Education and Experience**:

- Library Technician Diploma is required
- Minimum 2 years of recent relevant experience, ideally in a public library or library setting.

**Required Skills/Knowledge**:

- Focused on delivering excellent customer service.
- Strong command of the English language, both written and spoken
- Excellent interpersonal skills.
- Proficient in computer skills
- Professionalism, the ability to follow instructions, and strong follow-through on assignments.
- Ability to work under pressure and manage multiple tasks.

**Richmond Hill Public Library Values**:

- Accessibility
- Accountability
- Diversity
- Innovation
- Intellectual Freedom
- Literacy and Lifelong Learning
- Respect

**About Richmond Hill Public Library**

Richmond Hill Public Library is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.

This position may be relocated to another location in the future to meet service needs for the community. All applicants should understand that the ability to work at any library location is a requirement of this position.

The Library will require a current _Vulnerable Sector Screening_ from the successful applicant as a condition of employment.

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