Customer Information Specialist

**Employment Status**: Permanent Part-Time (CUPE 5348)
**Hours**: 24 hours per week with availability to work all shifts - days, evenings, and weekends
**Primary Location**: Central Branch

Oakville Public Library is seeking someone who is dedicated to service excellence, demonstrates curiosity and a learning mindset, fosters collaboration and knowledge sharing, and is a passionate advocate for literacy and innovation in public libraries.

Reporting to branch leadership, the **Customer Information Specialist**provides exceptional customer service and branch services to the public, delivers engaging programming and outreach, assumes in-charge duties, and supports library operations at the Central Branch.

Central Branch is the largest of Oakville Public Library’s seven locations. Located in downtown Oakville, it spans three floors of adult and children’s collections, the local and family history collections in the Oakville Room, with spacious meeting and study spaces. Central Branch also serves as the library’s administrative headquarters and shares space with Oakville Galleries. Just steps from Sixteen Mile Creek and Lake Ontario, the branch offers scenic views and a welcoming environment for learning and community connection. With a new facility slated for 2028, the new Central Branch is set to become a landmark building for Downtown Oakville. Guided by community insight, the redesigned library branch will offer flexible and accessible spaces that celebrate Oakville’s history, support lifelong learning, and promote community connections.

**What you'll do**
**As a Customer Information Specialist you will**:

- Greet customers and proactively offer customer-first service across all interactions, promoting OPL services with enthusiasm, and actively creating connections through roving customer service.
- Develop and share comprehensive knowledge of OPL's collections, spaces, programs, services, and technologies. Accurately interpret OPL policies and procedures, and leverage key messaging to guide customer interactions and service delivery.
- Conduct in-depth, personalized reference and readers' advisory services, connecting customers to information and resources through inclusive and informed recommendations.
- Support and instruct customers with a wide range of existing and emerging technologies to promote and build digital literacy, including creative technology, equipment, and software.
- Prepare and deliver engaging library programs for diverse audiences of all ages that promote literacy, lifelong learning, creativity, social interaction and connection.
- Actively participate in outreach to improve and support equitable access, strengthen community partnerships, and increase awareness of OPL services.
- Support branch services and library operations, including but not limited to membership and circulation services, technology instruction, collections maintenance, merchandising and reading lists, material handling, and troubleshooting branch equipment, technology, or facility issues.
- Assume In-Charge duties as assigned, or in the absence of onsite leadership, acting as the designated onsite lead to ensure smooth service delivery, issue resolution, and appropriate communication or escalation to branch or on-call leadership.
- Work in compliance with the provisions of the AODA customer service standard, Occupational Health & Safety Act, the Workplace Safety and Insurance Act, other relevant health and safety legislation, and the OPL’s Health & Safety Program.
- Perform other duties as assigned.

**Is this a good fit for you?**
**We're looking for someone who can**:

- Provide excellent customer service in dynamic and busy environments, and champion the values of equitable access, curiosity, belonging, lifelong learning, intellectual freedom, and exceptional service.
- Utilize comprehensive knowledge of OPL's collections, spaces, programs, services, and technologies.
- Prepare and deliver high-quality and engaging library programs that are welcoming, inclusive, and achieve defined learning goals.
- Proactively engage customers and connect them to OPL services that inspire them, approaching every interaction with enthusiasm and a genuine willingness to help.
- Exercise good judgment to prioritize customer-first service, make values-based decisions, and support conflict resolution.
- Sustain excellent organizational and time management skills, with the ability to prioritize and multitask effectively, and perform all work with accuracy and attention to detail.
- Demonstrate excellent verbal and written communication skills, with the ability to actively listen and clearly share information.
- Work independently and as part of a team through effective collaboration and strong interpersonal skills.
- Respond effectively to change, demonstrating curiosity and a learning mindset.
- Maintain awareness of new and emerging trends in library services and programs.

**Your experience and educational background**:

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