Customer & Programming Associate

**Title**:Customer & Programming Associate
**Department**:Customer Experience
**Reports to**:Branch Manager
**Classification**:Permanent Part Time
**Hours per Week**:20 hours
**Salary**Range**: $32.28 - $37.97 per hour
**Location**: Burlington Public Library
**Posted**:May 21, 2025
**Closes**: June 4, 2025 at 4 PM Eastern
- **This position will fill an existing vacancy_
**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 Techniques diploma 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: N/A
- Direct and Indirect Reports: N/A

**Key Competencies: Knowledge, Skills and Abilities**

**Behavioural**:

- Exemplify BPL’s values during all interactions and communications.
- Communicate in a professional manner which is consistent and aligned with BPL’s voice and values.
- 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’s vision, mission, values, and strategic plan.
- 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 open seven days a week and schedules include regular evenings and weekends.
- Duties may require work after-hours in case of emergency situations.

**Physical Effort**
- Normal physical activity such as periodic standing, walking, sitting, and the use of