Customer Service

**Job Summary**

Bringing Calgary Public Library’s strategic plan to life, the Library Experience Guide engages directly with users in support of literacy and lifelong learning both within the Library and out in the community. The Library Experience Guide provides responsive and friendly customer service and creates enriching library experiences for members of all ages, abilities and backgrounds through the delivery of specific Library programs that inspire wonder, play, and delight.

Reflecting Calgary Public Library’s commitment to continuous improvement in the name of meeting the community’s ever evolving needs and expectations, the Guide contributes positively to change, working collaboratively and constructively in a dynamic team environment in which learning happens every day.

**Responsibilities and Activities**

The Library Experience Guide contributes to the success of the Library and its impact in the community by participating in a wide range of responsibilities and activities.
**Engage with Users**
- supporting users in using technology provided by the library (e.g. computers, printers and wireless networks) and in accessing the Library’s e-resources on personal devices
- working alongside users to help them develop skills to navigate the information universe and the Library's electronic and physical resources
- engaging with users of all ages about their reading interests, helping them select their next great read
- delivering specific programs, activities, tours, and orientations, both planned and spontaneous
- representing the Library at community events and at partners agencies
- extending library services outside the walls of the Library
- creating and updating membership records
- supporting members in adopting and using the Library’s self-serve and virtual membership options
- circulating physical collections

**Shape a Positive User Experience**
- problem solving in response to users’ questions or concerns about the Library
- updating the program registration management tool
- troubleshooting technical issues and communicating with other internal departments, as required
- coordinating room bookings
- ensuring in-library collections are appealing, accessible, and organized
- reporting and/or resolving physical safety, security and facilities issues as appropriate

**Facilitate Capacity Development**
- providing feedback and input on programs, when required
- providing input into program selection and scheduling, contributing to monthly reporting, and collecting data on library activities
- training new employees and orienting new volunteers, when required

**Create a Welcoming Environment**
- promoting attendance at Library programs
- promoting the use of the Library’s electronic and physical resources
- promoting the benefits of Library membership and signing up new members
- being knowledgeable and answering questions about Library membership
- being a constructive and collaborative part of the Calgary Public Library team, fully participating in daily operations
- performing opening and closing procedures and reconciling branch financial transactions
- participating in emergency response procedures and workplace inspections
- coordinating the daily activities of other employees and acting as the senior person on shift, when required

**Qualifications**
- General High School Diploma or GED and a minimum of two years of directly related experience, or
- Completion of a post-secondary diploma and at least one year of directly related experience
- Valid Driver’s license and insurability under the Library’s insurance program may be required based on operational needs
- ** Pre-Employment Screening Requirements**:

- Vulnerable Sector Check
- Successfully complete specified technology use tests

**Additional Information**
- **Knowledge, Skills and Abilities**:

- Exceptional customer service skills
- Ability to lead engaging and enriching programs and activities, both in the Library and out in the community
- Good verbal and written communications skills, presentation skills, and public speaking skills including the ability to adjust communication style to interact effectively with users of different ages, backgrounds, and abilities
- Spoken fluency in a second language is considered an asset
- Ability to multi-task and prioritize work
- Strong interpersonal skills and ability to work effectively with a variety of groups
- Commitment to continuous improvement and self-directed learning
- Intermediate Technology Skills (as defined by Human Resources)
- ** Working Conditions**:

- Working in a public library setting and in offsite locations with members of the public of all ages, backgrounds, and abilities
- Lifting, pushing and pulling library materials; lifting and carrying up to a maximum of 22 pounds
- Ability to squat, kneel, bend, raise arms above shoulders
- Ability to read small print
- Repetitive hand movement for extended periods of time
- Standing and walking for ex