Customer Experience Library Technician 

Position Summary

The Library Technician at the Richmond Hill Public Library has responsibilities to perform a number of different work assignments including:

Content Library Technician

Responsible to support the implementation and maintenance activities associated with all aspects of the library’s collections (physical, digital, etc.).

Engagement Library Technician

Responsible to support the implementation and facilitation of community-centric engagement programs and activities supporting the various customer groups served by the Library.

Customer Experience Library Technician

Responsible to support the daily branch operation and provides information and customer services

Library Technicians will be assigned according to the operational needs of the organization.

Key Duties and Responsibilities

Common responsibilities of the Library Technician role:

• Actively works in alignment with the Mission, Vision, and Values of the Library
• Contributes to the completion of special projects
• Responsible to adhere to established policies and procedures (occupational health and safety, employment, communications, etc.)
• May provide information services support as necessary
• Performs other duties as necessary

Content Library Technician

• Ensures the appropriate and accurate adding, modifying and/or deleting of collection information, including bibliographic data, cataloguing (copy or original), within RHPL’s systems.
• Monitors and coordinates ongoing inventory of collections, including running reports to verify and validate current collection inventory.
• Applies guidelines for the retention and removal of materials from the collections. Ensures the correct methods are being used for the disposal of removed items.
• May perform systems maintenance activities.
• May receive materials, verify deliveries to ensure content is what was expected, process materials for appropriate entry into collections.
• May support interlibrary loan requests, setting up information in library system and processing items when received.
• May perform digitization activities, as necessary.
• May conduct purchases of materials as directed.

Duties and Responsibilities Cont'd (if applicable)

Engagement Library Technician

• Prepares, implements and delivers programming activities, outreach services, and special events.
• Ensures the appropriate set-up of program registrations in systems, where necessary.
• Ensures all logistics are secured for programming, outreach and events, including assembling, organizing, maintaining and ensuring the distribution of required materials/kits and completing room set-up. May be required to purchase materials, within predetermined budget, for workshops, programs, outreach activities and events.
• If not facilitating the program, activity or event, may attend as a support assisting with smooth implementation.
• Takes an active role in the promotion of programming and outreach activities.
• Provides feedback to Community Engagement Librarians on the programming and outreach activities, customer feedback, making recommendations on changes or improvements.

Customer Experience Library Technician

• Provides information service including reference, readers’ advisory and technology assistance
• Creates engaging displays to promote library resources and services
• Provides specific customer experience functions, including but not limited to:
• Assisting Assistant Manager in handling customer inquiries and complaints through various channels including in person, phone, online chat and email. Interpreting library policies where appropriate. Escalates complaints to the Assistant Manager as needed.
• Handling customer account related inquiries including processing fees and payments
• Assisting with daily cash reconciliation duties
• Monitoring and processing Meeting Room rental enquiries for management approval
• Assisting and instructing customers in the use of library applications and equipment (self-serve machines, computers, photocopiers, Makerspace equipment etc.)
• Assisting Assistant Manager 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.

Assists Assistant Managers or Managers with the daily branch operation as required. Typical duties may include but not limited to:

• Opening and closing the library building  
• Accessing the safe
• Monitoring appropriate staffing coverage for service
• Reporting building related issues or health and safety incidents
• Responding to emergency situations as necessary
• Supports the Customer Experience Team in delivering exceptional service to library customers
• Operates under the supervision of an assistant manager, who may oversee their work either on-site or from other locations
• Provides job shadowing to colleagues as needed
• Follows established procedures and guidelines for Health and Safety, and Customer Experience functions

Education and Experience

• Library Technician Diploma required
• Early Childhood Education, Adult Education, or other related courses considered an asset 
• A minimum of two years of recent relevant experience

Required Skills/Knowledge

• Ability to work effectively and collaboratively in a team environment
• Commitment to excellent customer service
• Demonstrated effective written and oral communications skills
• Good interpersonal skills
• Exhibited strong problem-solving skills
• Demonstrated ability to perform detail oriented tasks, follow direction and procedures
• Demonstrated knowledge and ability to complete cataloguing activities
• Ability to work flexible hours

Richmond Hill Public Library Values