Customer & Programming Associate
Burlington Public Library
Burlington Ontario
Salary: Neg Per Hour
Education:
Undergraduate degree or post-secondary diploma required.
Library Techniques diploma an asset.
Experience:
Previous library or customer service experience is an asset.
Previous program delivery experience is an asset
Key Accountabilities:
Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to create exceptional customer experiences.
Effectively use the Integrated Library System and other library tools to complete associated customer service routines and offer customer tech support.
Encourage, instruct, and assist customers in the use of all forms of library technology, including troubleshooting technology issues.
Perform materials handling tasks.
Under the guidance of the Manager and Branch Operations Lead, support collection initiatives, to ensure an accurate, tidy, balanced, and accessible collection that meets customer needs.
Under the direction of the Manager and Librarian, deliver and support programming
Participate on system-wide teams, working groups and customer service projects as required.
Perform additional position-related accountabilities assigned by management.
Key Business Relationships:
Internal:
Staff at the Library; Customer Experience Managers, Librarians, Branch Operation Leads, Programmers, Clerks, Pages
External:
Customers
Facility Partner Staff, where applicable
Occasionally, this position will work with community partners
Scope:
Budget: N/A
Direct and Indirect Reports: N/A
Key Competencies: Knowledge, Skills and Abilities
Behavioural:
Exemplify BPL’s values during all interactions and communications.
Communicate in a professional manner which is consistent and aligned with BPL’s voice and values.
Customer-first orientation and centricity
Collaborative and solution-focused approach to innovative problem solving and teamwork.
Passionate about continual learning, professional development, creativity, and analytical thinking.
Promote and celebrate diversity and inclusion in BPL’s collections and services.
Demonstrates resiliency and adaptability in resolving issues and switching tasks.
Engaging customers in conversation about the collection, books and reading, while demonstrating an awareness of trends and topics
Leadership:
Demonstrates excellent customer service and problem-solving skills
Champions of change in a positive and productive manner
Action-oriented and perseveres to address customer requests and concerns
Understands accountability
Technical:
Knowledge of BPL’s vision, mission, values, and strategic plan.
Knowledge and application of policies, processes, procedures, and systems within BPL
Knowledge of library Customer Experience Philosophy and Customer Experience Standards
Excellent time management skills with the ability to work as part of a team
Excellent customer service skills and the ability to work with a diverse group of people
Demonstrated critical thinking skills to guide and support the customer experience at all points of contact including de-escalation techniques.
Proficiency in Microsoft Office 365: Outlook, Word, Excel, PowerPoint, Teams
Proficiency with Integrated Library System and associated library tools and applications: library catalogue, online databases and e-resources
Knowledge of traditional and digital literacy
Excellent presentation skills in programming and service delivery.
Work Environment
Most work is completed in public library spaces while customers are present, with little exposure to noise, dirt, or external elements.
Physical work such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
There is moderate computer use and frequent contact by email, MS Teams, and phone.
Travel between branches within Burlington may be required. Mileage will be paid.
Working Hours
BPL is open seven days a week and schedules include regular evenings and weekends.
Duties may require work after-hours in case of emergency situations.
Physical Effort
Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
Some continuous physical exertion required such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
Ability to move materials and supplies (up to 50lbs)
Extended periods of sitting at computer and telephone use.
Ability to stand for extended periods of time.
Ability to bend and stretch to reach high and low shelves.
Mental Effort
Moderate visual concentration while performing routine tasks requiring accuracy and attention to detail on a computer.
Maintaining a positive, professional, and diplomatic demeanor at all times
Moderate focus while sorting, shelving and maintaining collections.
Moderate stress for tight timelines, competing priorities and people/relationship management.
Providing service and feedback to multiple people simultaneously.
Job Overview
Posted Date: 22 May 2025
Location: Burlington Ontario
Salary: Neg Per Hour
Company Information
Burlington Public Library
Name: Burlington Public Library
Web: https://www.bpl.on.ca