Customer Experience Associate Job Details | Richmond Hill

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

Education and Experience

Required Skills / Knowledge

Richmond Hill Public Library Values

About Richmond Hill Public Library

Richmond Hill Public Library is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.

This position may be relocated to another location in the future to meet service needs for the community. All applicants should understand that the ability to work at any library location is a requirement of this position.

The Library will require a current Vulnerable Sector Screening from the successful applicant as a condition of employment.

Attention Internal Candidates : All current City of Richmond Hill employees are required to apply via the 'View Jobs for Current Employees' link on the City’s Careers Page.

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