Position Summary

The Ajax Public Library is currently recruiting six (6) candidates for the position of Customer Service Associate (Part-Time). Under the direct supervision of the Coordinator of Customer Service, within a certified ISO environment, and in a manner that is consistent with Ajax Public Library’s overall visions and goals, the Customer Service Associate (CSA) is responsible for providing readers’ advisory and basic information services.  The CSA also provides circulation services; including materials circulation, financial transactions, and maintenance of customer records. 

Typical Duties & Responsibilities

1. Provides readers’ advisory and basic information services. Refers reference and in-depth information questions to relevant staff.
2. Utilizing the Integrated Library System (ILS), circulates library materials, registers library customers, updates customer records as necessary, and performs financial transactions.
3. Maintains awareness of public experience, offers excellent and proactive customer service, and builds community connections.
4. Prepares reports and statistics as required.
5. Works effectively in a collaborative environment, uses initiative, is self-directed, and is committed to innovation and creativity.
6. Other library related duties as assigned.

Qualifications and Skills

1. Completed college diploma in a field relevant to current Library service delivery. 
2. Strong technical skills with aptitude for computer equipment, applications, personal electronic devices and other popular communication devices.
3. Up to six months’ relevant experience in customer service delivery.

Compensation 

$24.96-$29.37/hour (CUPE Grade 6)

Working Conditions

1. Works up to 48 hours per two-week period, which includes evenings and weekends. 
2. Physical demands include moving book trucks and boxes of materials, bending, and stretching.

Core Competencies

• Accountability: Accepts responsibility for actions, results, and risks.
• Analytical Skills: Identifies and addresses key issues, draws logical conclusions, and makes recommendations for action.  
• Attention to Detail: Follows procedures and ensures accuracy in transactions. Corrects own errors.
• Communication Skills: Writes and speaks effectively, using conventions proper to the situation. States own opinions clearly, concisely, tactfully, and explains the reasoning behind the opinion. Maintains confidential communications, as needed.  
• Conflict Resolution Skills: Facilitates the resolution of conflict while preserving positive working/customer relationships. Handles difficult situations with tact, maturity, and respect.
• Customer Service Focus: Understands service objectives. Listens and responds effectively to customer questions; attempts to resolve customer problems to the customer’s satisfaction; applies corporate principals to customer service, including the commitment to exceed customer expectations.
• Flexibility/Adaptability: Adapts positively to changes in direction, priorities, and/or technology, and accepts new challenges, responsibilities, and assignments.
• Quality System: Understands and applies quality concepts to all aspects of work. Familiar with ISO: 9001 and the Town of Ajax Quality Statement, relevant Library Operating Policies and Procedures and forms. Demonstrates proactive customer service techniques at all times.
• Results Oriented: Able to achieve or surpass identified goals with the appropriate degree of supervision.
• Team Work: Works collaboratively with colleagues and management staff to achieve organizational goals.
• Technical Knowledge: Understands how to use office and information technology, equipment and other tools to accomplish work. Demonstrates the appropriate level of technical expertise. 

Application

Candidates are invited to apply electronically by submitting a cover letter and resume in Word or PDF format to libraryjobs@ajaxlibrary.ca no later than 5:00 pm on Monday July 19, 2021.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information will be used strictly for candidate selection. 

Ajax Public Library is an Equal Opportunity Employer, committed to diversity and accessibility within the workplace where all employees feel valued, respected and supported. As a best practice employer, the Ajax Public Library embraces diversity and gender expression through policy, staff training and providing positive spaces. The Library encourages applications from all qualified candidates. Accommodations will be provided in all parts of the hiring process as required. Applicants are asked to make their needs known in advance. Any information relating to accommodation measures will be addressed confidentially.