Customer Service Assistant

JOB SUMMARY

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through a range of vehicles and reflecting a citizen-centred approach.

You provide customer service to the library customers in-person, roving the branch, telephone/switchboard and/or through electronic/web chats. You provide assistance with membership services, and support materials and cash handling activities.

Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement, Core Values, Customer Experience Guidelines and the Canadian Federation of Library Association position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing customer service excellence.

EDUCATION AND EXPERIENCE

Completion of Grade 12

Minimum of 1 year of library or customer service experience

KNOWLEDGE

• Knowledge of customer service techniques and protocols
• Knowledge and experience with computers, Microsoft Office applications and other equipment including electronic devices
• Experience with integrated library systems
• Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures
• Library circulation procedures and practices
• Methods and techniques for handling cash
• Methods and techniques of responding to inquiries and resolving patron complaints
• General knowledge of Ottawa Public Library policies and procedures
• Knowledge of applicable health and safety legislation, including the rights and duties of workers

COMPETENCIES, SKILLS AND ABILITIES

• Customer service orientation, including the use of tact, discretion and confidentiality
• Effective verbal and written communications and interpersonal skills
• Reasonable judgment in a professional setting
• Effectively apply technology to library services and programs
• To carry out a range of circulation activities, including registration, collecting fees
• Ability to respond effectively to a range of library service inquiries and resolve complaints
• Ability to perform routine manual or clerical tasks and manoeuvre book carts and lift boxes up to 40 pounds
• Ability to handle and account for cash and to prepare bank deposits
• Strong interpersonal skills, ability to deal with the public and handle problems as they arise
• Perform multiple tasks concurrently
• Ability to work effectively independently and as a team member
• Attention to detail.
• Sound problem solving
• Efficient time management
• Flexibility, ability to adjust priorities
• Strongly committed to quality customer service
• Strong listening/comprehension skills