Customer Experience Associate 

Position Summary

The Customer Experience Associate position at the Richmond Hill Public Library works directly with library customers responding to all customer related inquiries as a single point of contact for customers.

Key Duties and Responsibilities

•    Interacts directly with customers in person, by telephone, and by written or electronic messaging.
•    Performs the daily operation of the service desk in accordance with policies and procedures.
•    Assist customers with creating and updating library accounts.
•    Assist customers with use of library materials including borrowing, returning, renewing and reserving of library materials.
•    Accepts and processes cash and debit/credit payments for library fees and sale of library products. Operates the point of sale and debit machine. Processes refunds. Generates invoices for outstanding fees in customer library account, providing notices to customers. Handles disputes related to fees and claims related to materials returned, escalating to Assistant Manager as needed. 
•    Assists and instructs customers in the use of library applications and equipment (self-serve machines, computers, photocopiers, Makerspace equipment etc.). May need to perform troubleshooting of equipment. Ensures equipment is well functioning and has the necessary supplies, notifying management of the need to repair and to order additional supplies.
•    Provides basic information and reference services. This includes asking questions to assess customer needs, demonstrating how to use library website and catalogue, directing customers to applicable resources and assisting with locating library materials, demonstrating how to use resources in various formats including library’s electronic resources, providing information on library programs and services. May refer complex questions to Assistant Manager or appropriate Librarian.
•    Responds to customer complaints, interpreting library policies where appropriate. Escalates complaints to the Assistant Manager as needed.
 

Duties and Responsibilities Cont'd (if applicable)

•    Sorts, shelves, and shelf-reads library materials. Shifts and relocates library materials as necessary.
•    Processes materials that have been returned to the library, and this may include the physical emptying of drop boxes. Sorts materials for distribution, and this may include use of automated sorting equipment.
•    Locates and retrieves materials, as directed, supporting various activities such as holds, claims-returned, missing, and weeding of the collection.
•    Performs cleaning and tidying activities to ensure that the library is in good order; may perform disinfecting and/or cleaning as requested.
•    May perform minor maintenance and repairs of materials.
•    May assist with the replenishment of displays.
•    Actively works in alignment with the Mission, Vision, and Values of the Library
•    Responsible to adhere to established policies and procedures (occupational health and safety, employment, communications, etc.)
•    Performs other duties as necessary.

Education and Experience

• High School Diploma or equivalent

Required Skills/Knowledge

• Ability to understand and follow verbal and written directions and procedures
• Good communication and interpersonal skills
• Ability to work effectively and collaboratively in a team environment
• Commitment to excellent customer service
• Ability to work flexible hours
• Ability to work in various work locations

Richmond Hill Public Library Values