Call-In Customer Service Associate

• Undergraduate degree or post-secondary diploma required.
• Library Techniques diploma an asset.

• Previous library or customer service experience is an asset.

• 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.

• Perform additional position-related accountabilities assigned by management.

• Model BPL’s values during all interactions.
• Communicate in a professional manner that 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

• 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

• 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

• 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.
• Moderate computer use and frequent contact by email, MS Teams, and phone.
• Must have the ability to travel to all library locations.

• BPL is open seven days a week, including evenings and weekends.
• Must be able to work various shifts on a call-in basis according to a required amount of availability.
• Duties may require work after-hours in case of emergency situations.

• 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.

• 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.

Burlington Public Library