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

• Previous library or customer service experience is an asset.
• Previous program delivery 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.
• 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.

• Exemplify BPLs values during all interactions and communications.
• Communicate in a professional manner which is consistent and aligned with BPLs 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 BPLs 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 BPLs 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.