Customer Service Specialist - Casual Relief

About East Gwillimbury Public Library

East Gwillimbury Public Library (www.egpl.ca) serves a growing community in the northern part of York Region, made up of a mix of urban areas and villages. We value creativity and pride ourselves on providing excellent customer and employee experiences with a mission to ignite our community through literacy, discovery, and connection. Branches are in the communities of Holland Landing, Mount Albert, and Queensville.

Position Summary

This role delivers an exceptional member experience through proactive, responsive, and solution-focused service. Working from a single service point, the Customer Service Specialist—Casual Relief supports a wide range of customer needs, including circulation services, technology support, tours, reader's advisory, and directing customers to appropriate resources and services.

This is a fast-paced public-facing role that requires strong communication skills, sound judgment, and the ability to manage multiple priorities at once. Successful candidates enjoy interacting with people of all ages, are comfortable navigating a wide variety of questions and situations, and can remain calm, professional, and welcoming during busy service periods.

As a casual employee at East Gwillimbury Public Library, hours and/or days of work are not guaranteed. Casual employees are contacted when work becomes available and may choose to accept or decline individual shifts. Casual Relief staff play a key role in maintaining service levels, particularly during evenings and weekends, including Saturdays and Sundays. As part of our commitment to providing excellent customer service, Casual Relief staff participate in a Sunday rotation to help ensure consistent service coverage.

Qualifications

• Successful completion of a college diploma, or a combination of post-secondary education and equivalent experience as determined by the employer.
• Minimum 1-year of public service experience; previous library experience preferred.
• Provide superior customer service with the ability to work with a diverse group of people and uphold the value of inclusion.
• Experience using de-escalation techniques, active listening, and problem-solving skills to address customer concerns and navigate difficult conversations professionally and respectfully.
• Ability to provide general reference, reader’s advisory, and circulation services.
• Basic to intermediate technology skills with the ability to learn new technologies
• Knowledge of marketing and merchandising, such as creating promotional material and content for social media and using tools such as Canva.
• Strong problem solving, mature judgment, exceptional interpersonal skills.
• Excellent organizational and time management skills; able to function well in a busy environment and work with minimal supervision.
• Good written and oral communication skills.
• Fluency in English (verbal, writing, and reading).
• Experience with SirsiDynix Symphony integrated library system an asset.
• Successful candidate will be required to produce a police check dated within 6 months.

Compensation

$31.29 hourly

Schedule: This is a contract position working on a casual/on-call basis with no guarantee of hours. This position requires that you are willing to work at any time during the Library’s hours of operation, Monday through Sunday, daytime, evenings, and weekends, at any EGPL location.