Customer Experience Library Technician 

Position Summary

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

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

Duties and Responsibilities Cont'd (if applicable)

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