Customer Service Coordinator (Team Lead)

ORGANIZATION:                               

Aurora Public Library is a vibrant community space that sparks learning and creativity. We offer early literacy programs, literary and cultural experiences, a Creative Studio, online learning, extensive print and digital collections, and comfortable seating for meeting, collaborating and socializing. Our community-led approach reflects a social contract with our community to deliver collections and services in collaboration with the needs of our residents.

POSITION SUMMARY:

The Customer Service Coordinator works with their manager to achieve the effective operation and coordination of circulation services, including training and coaching of frontline staff, supervising Library Pages and being a responsive resource for the team. The Customer Service Coordinator provides exceptional customer service, resolves issues, addresses policy and procedure questions and can train and coach staff to effectively do the same.

This is a full-time, 70-hour bi-weekly position reporting to the Manager, Content & Access.

QUALIFICATIONS:                        

• Library and Information Technician diploma from an accredited post-secondary institution.
• Minimum two years relevant experience, applicable to a public library environment. Supervisory or staff coaching experience is an asset.           

SKILLS & ABILITIES:

1. Demonstrated experience in providing superior customer service, including resolving account issues, Readers’ Advisory and basic information requests.
2. Excellent communication and interpersonal skills.
3. Change orientation and a continuous learner.
4. Demonstrated knowledge and experience of applicable library technology (ILS, AMH, RFID).
5. Detail oriented, with strong analytical and problem-solving abilities.
6. Shows initiative, a positive attitude and a proactive service approach.
7. Practical knowledge of public library circulation functions (registration, member records, check ins/outs, service options – renewals, holds, ILLOs, APL app, eresources)
8. Maintain procedural manuals, training documents, maintain and monitor customer accounts to collection agency
9. Provide training to frontline staff, assign tasks, monitor workflow
10. Working with the Manager, review procedures and workflows to improve service, efficiency and meet organizational goals

WORKING CONDITIONS:                  

This position falls within the Library’s Bargaining Unit – CUPE Local 905.02 APL Unit.  The incumbent works 70 hours bi-weekly, including evenings and weekends according to an established schedule.