Customer Service Assistant

Posted: May 6, 2025
Closes: May 13, 2025

**Location**:Programming and Promotions department. System wide position that may be assigned to any SCPL Branch.

**Job Summary**:
This position reports to the Manager, Programming and Promotions and functions as part of the Programming & Promotions team providing and supporting program planning and implementation, information and reference services, reader’s advisory, circulation and digital assistance. Working as part of a collaborative team environment, will work towards achieving the strategic goals of SCPL through customer service & access, programming & outreach, and teamwork.

**Duties and Responsibilities**:

- Programming & Outreach
- Working with the Programming & Outreach Librarian and colleagues, develops and facilitates programs and outreach, class visits, and tours that align with the Library’s strategic goals;
- Continually measures and evaluates the effectiveness of programs and outreach, making recommendations to the Programming & Outreach Librarian and colleagues for improvements;
- Liaises with relevant community organizations and groups to build and maintain a network of community contacts;
- Uses outreach opportunities to engage customers in library membership and position the library as a trusted community development partner;
- Works with the Programming and Outreach Team, to increase awareness of the library’s programs, through print and online promotions;
- Facilitates a welcoming environment for community volunteers assisting with outreach and/or programming.
- Customer Service and Access
- Models and provides service excellence in all interactions with the public;
- Communicates effectively with a variety of audiences and individuals from diverse backgrounds;
- Provides readers’ advisory, reference, library orientation, customer guidance, research support, circulation tasks and membership updates;
- May participate in the maintenance of library collections, marketing the library collections through displays and maintain a good working knowledge of the resources and collections;
- Performs other customer service related duties as required.
- Teamwork
- Participates in team meetings to communicate updates, address concerns, plan programming and/or outreach;
- Works with team members to ensure branch workflow is smooth and efficient, providing direction when necessary;
- Fosters and maintains positive work relationships with library staff;
- Contributes to healthy and safe work environment while supporting the Library’s mission and values.

**Qualifications**:

- Library Technician Diploma, degree, or equivalent.
- Minimum 1 years’ experience working in a public library or program planning and delivery and/or customer service.
- Excellent interpersonal and communication skills.
- Proficient using technology to work and provide assistance to others, including electronic resources, devices, Microsoft Office, etc.
- Current Criminal Records Check.

**Hours of Work**:
Not more than 48 hours per 2 week pay period, weekdays, evenings, and weekends (including Sundays) as required. The term of this temporary position will be 6 - 12 months, to replace a parental leave.

**Hourly Rate**:
$27.240 - $31.861 per hour (Pay Group 4, July 2024 PT schedule)

St. Catharines Public Library is an equal opportunity employer committed to inclusive, barrier-free recruitment, selection processes, and work environments. Please advise Human Resources to ensure your accommodation needs under the OHRC and Accessibility for Ontarians with Disabilities Act are provided through all stages of the recruitment process.