Job Description

Customer Service Clerks provide exceptional front line customer service at our various libraries.

To ensure success in delivering our service model you have:

Experience providing proactive on-the-floor service to customers. Experience using a range of technologies and are digitally in-the-know. Superior interpersonal skills that enable you to deal effectively and courteously with the public; strengthen the library's ability to respond to diverse customer needs; and maintain effective working relationships with colleagues. Demonstrates superior customer service and communication skills when working with challenging customers. Upholds the value of inclusion by fostering a sense of belonging to all customers in the library. Flexibility to adapt to a changing and innovative work environment. Resiliency and adaptability with the ability to think quickly and resolve customer issues or difficult situations. The ability to work independently at multiple library locations. Ability to work evenings and weekends. Indigenous candidates and candidates who speak languages in addition to English are welcome and encouraged to apply
We offer:

Four busy locations open 7 days per week and evenings to best serve our community. Innovative programs, excellent customer service, commitment to building community connections and innovative library services for all ages Competitive salary and growth opportunities

Job Responsibility Details:

Welcomes customers and provides answers to a variety of enquiries from the public in person, virtually (via email, chat and text) and over the phone. Conducts brief library orientation tours, provides welcome and greetings at library programs and assists at library programs. Monitors the security of the library's collections and equipment and informs public of appropriate behaviour if required. Walks the floor proactively by approaching customers and helps customers locate materials, answers directional and similar questions. Provides routine information and assistance to the public regarding library operations and policies. Assists customers with searching online catalogue and/or RPL web site to locate particular books, materials, authors or subjects and instructs public in the use of these tools. Provides basic operating instruction in the use of computer equipment and software and printers. Performs basic troubleshooting of hardware and software. Acts as an assistant for various public computer programs. Provides customer service at the account desks, on the phone and on the floor with use of headset as required. Assists customers in tasks such as registering for library cards in person or online; registering for programs; customer account functions; use of self-checkout machines; placing holds and booking computers. Refers customers to other staff for more advanced assistance as needed. Actively merchandises the collection by selecting material and subjects for display including staff picks displays. Reviews material on shelves based on currency, condition and popularity. Maintains displays and keeps shelves in order by pulling just returned materials for display. Shelves priority items throughout the shift. Chooses material from regular stacks to fill display shelves. Evaluates items on display and de-stickers or re-stickers as required, weeds material and discards as appropriate. Creates shelf labels and display signage, notices and flyers. Performs regular circulation duties such as check-in and check-out; collects fines and issues receipts; processes holds; prepares cash floats and reconciles cash receipts; prepares bank deposits; performs non-complex arithmetic calculations; sorts incoming donations. Participates in library opening and closing procedures. Picks up papers and debris, pushes in chairs and straightens all shelves throughout shifts and maintains general tidiness of the library. Performs other duties as assigned.

Additional Qualifications Information:

Thorough knowledge of digital services, electronic resources and emerging technology, Sound knowledge of: the library's resources and collections as related to the work performed; the organization, policies, regulations, and operations of the library; office methods and procedures and of library clerical methods and procedures applicable to the work; on-line listings of subjects, books, authors at the Richmond Public Library and operation of library's online catalogue and web site; business English, spelling and arithmetic. Working knowledge of the operation of computer hardware and software applications, maintenance practices and methods to determine causes of computer equipment failure. Ability to: communicate appropriately and efficiently with customers and staff in person, virtually (via email, chat and text), and over the phone; maintain effective working relationships with other employees; conduct simplified library tours and provide welcome greetings for programs; make decisions in accordance with applicable rules, regulations and policies; perform assigned duties under general supervision; prepare and maintain a variety of records, files and documents related to the work; operate common office appliances including a computer, to demonstrate the use of computers and to perform basic computer hardware and software troubleshooting; assist a superior in conducting advanced computer courses; load and unload library materials from boxes, bins and carts and to reach upper and lower level shelves.

Additional Requirements Information:

Completion of the 12th school grade including or supplemented by commercial courses, plus some related library experience or retail experience OR an equivalent combination of training and experience. Demonstrated front line customer service experience is highly desirable.

Rate of Pay

$29.02 - $34.00 per hour

Hours of Work

We are currently hiring for three Customer Service Clerk positions

Two part-time positions (28 hours/week) One full-time position (35 hours/week)
Please visit our Career Page to view the individual job requisitions and detailed schedules for each position.

Application:

Please submit a resume and a cover letter outlining how you meet the requirements of this position, with a focus on your customer service experience and your ability to provide reader's advisory support.

As part of your cover letter, please include responses to the following questions to help us better understand your experience:

Describe your experience exercising independent judgment in providing excellent customer service and resolving customer concerns. Describe your experience providing reader's advisory support, such as how you stay informed about books, authors, or genres, and how you assist others in discovering materials that match their interests.
While the Richmond Public Library thanks you in advance for your interest, only candidates under consideration will be contacted.

A criminal record check is a condition of employment.

Job Types: Full-time, Part-time, Permanent

Pay: $29.02-$34.00 per hour

Benefits:

Company pension Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site parking Paid time off Vision care Wellness program
Work Location: In person