Customer Service Assistant

The Customer Service Assistant provides seamless service and is the first point of contact for people entering the Library.  They support library users throughout their entire visit, providing a warm welcome, assisting with all requests through the checkout and information process.  They are approachable and friendly individuals who offer expertise with enthusiasm and a user-centric orientation.

Qualifications:

• Post-secondary diploma from an accredited institution in Library Technician program; or a Digital Technologies graduate Certificate plus the requisite Reference/Information Services courses required by an accredited institution offering a Library Technician diploma program.
• Minimum two years of experience in a customer service capacity required.
• Demonstrated experience with Symphony or other ILS circulation functions an asset.
• Demonstrated experience with readers’ advisory and basic information requests an asset.

Skills & Abilities:

• Demonstrated excellent communication and interpersonal skills.
• Demonstrated analytical and problem solving skills.
• Experience with library information systems.
• A pro-active service approach and an outgoing, positive demeanour.
• Change orientation.

Working Conditions:

This position falls within the Library’s Bargaining Unit – C.U.P.E. Local 905.02 – APL Unit.  The incumbent works 45 hours biweekly and will be required to work evenings and weekends according to an established schedule, and reports to the Manager of Collections & Access.

Salary classification: Grade II, Union Wage and Salary Scale.

Functional Competencies

• Performs front line public service by providing an introduction to the Library, its collection and policies, and assistance in making the best use of the library.
• Provides Point of Need assistance to library users, ensuring customers’ needs are met in an efficient and positive manner.
• Provide an enthusiastic orientation to the library and its services.
• Accurately perform circulation procedures for all library materials (check-in, check-out, renew, place holds etc.).
• Accurately perform procedures for membership records including adding new members, updating records, processing fines and other financial transactions.
• Accurately perform procedures for shelving, shifting and shelf reading.
• Demonstrate general knowledge of the library automation systems and specific knowledge of the operations that apply to circulation procedures and catalogue searches.

• Provide basic technical assistance to Library users:  logging on / printing on public access computers, connecting to WIFI, accessing and navigating the internet, locating resources, and downloading and saving files.
• Assist with ready reference and basic information services such as directional questions, database log-ins, assistance with catalogue searches, in-library customer use of virtual services.
• Assist with basic readers’ advisory queries and placing holds.
• Direct advanced information requests to Librarian or Information and Programming Specialist.
• Handle service desk maintenance tasks such as monitoring the usage of study rooms and public computers.

• Understand and follow provincial privacy legislation and library policies and procedures with respect to user records.
• Keep current with changes in APL technology.

• Maintain current knowledge of library programs and services and suggest activities of interest to meet individual needs.

• Understand and explain service options available to customers, e.g., renewing items, checking membership status, etc.
• Understand, explain and adhere to circulation and resource sharing policies and procedures, including copyright issues.
• Share Circulation Mailbox oversight with Customer Service Team Leads.
• Assist Customer Service Team Leads in effectively de-escalating customer concerns.
• Oversee the identification and processing of damaged materials.
• Coordinate collection agency tasks.
• Forward Go Train drop box statistics to administration staff.
• Problem solve and deal appropriately with issues that arise in the performance of duties.
• Share accountability for ensuring a safe and respectful workplace.
• Adheres to the Aurora Public Library Health and Safety Policy and is responsible for observing and following all established occupational health and safety procedures.
• Performs other duties as assigned.