Client Experience Associate - Borrower Services

Pickering Public Library
Human Resources

One The Esplanade, Pickering, ON L1V 6K7
pickeringlibrary.ca

Job Posting, Pickering Public Library

Are you passionate about serving and empowering the community? Do you value building positive
experiences for Library clients? Do you strive to be part of a team that creates belonging and
inclusion within the library? Then this role is for you!

Pickering Public Library has a temporary, part-time opening for a reliable and hardworking Client
Experience Associate – Borrower Services.

Summary:

Working collaboratively, creates a welcoming client-centred experience through the delivery of
responsive Borrower Services and basic information services for all branches. Provides
customer service excellence as a first point of contact for clients. Processes incoming and
outgoing materials for clients on the automated computer system. Registers clients and
processes payments. Roves throughout the library proactively providing basic directions and
explanations to all clients.

Salary: $24.85 per hour
Hours: 20 hours per week
Start date: March 2024
End date: August 4, 2024

The successful applicant:

• Creates a welcoming environment by proactively engaging in client interactions.

• Checks materials in and out. Registers clients and updates their information. This role also

provides direct in-house services to clients based on scheduled public service team needs
any day of the week.

• Assists and provides basic information to clients about core library services.

• Promotes library services to clients. Consistently suggests additional services to clients to

enhance and add value to the Client Experience.

• Assists and instructs clients on the use of self-service technology.

• Assists clients with program registration and equipment booking.

• Answers basic informational questions, resolves issues and refers to senior staff as needed.

• Provides basic reader’s advisory by referring to existing tools, booklists and databases.

• Responds to client inquiries regarding services, referring them to appropriate sources of

help when necessary. Contacts clients when required or requested.

Pickering Public Library is committed to inclusive, accessible, and barrier-free employment practices and to creating a
workplace that reflects and supports the diversity of the community we serve. We encourage and welcome applications

from qualified applicants including members of racialized groups, Indigenous Peoples, persons with disabilities, and
persons of any sexual orientation or gender identity. Please let us know if you require an accommodation and we will
work with you to ensure a barrier-free hiring process. For further information about Accessibility at Pickering Public

Library, visit https://pickeringlibrary.ca/faq/job-opportunities.

Pickering Public Library | Job Posting

pickeringlibrary.ca

• Explains policies and procedures to users, referring complex matters to senior staff.

• Processes payment for overdues and lost materials.

• Clears drop boxes, maintains library materials in order on the shelves, and searches

shelves for items. Unpacks/packs totes and bins and prepares materials for daily delivery.

• Performs routine visual merchandising tasks using establish guidelines in support of client

experience goals.

• Stays current with developments and emerging trends within the field and the community as

it applies to enhancement of services in support of the library as a learning organization.

• Demonstrates and maintains the required level of technical proficiency.

• May provide instructions to junior staff.

• Prepares statistics and reports as required.

• Other duties consistent with job responsibilities.

Applicants must have:

• High School graduation.

• 6 months customer service experience.

• Demonstrated data entry skills.
  

The successful applicant will be scheduled to work varying shifts including days, evenings, and
weekends. The applicant may be scheduled at any location within the Library system.

We thank all applicants for their interest. Please note that only applicants selected for an
interview will be contacted. A satisfactory Vulnerable Sector Check is required for most jobs at
the Library. Please note that job offers will only be made upon successful completion of all
background checks.

Qualified candidates may complete an online application form where you will be required to
upload your resume and cover letter (PDFs only) on or before March 18, 2024.

Alternate formats available upon request. Please contact Human Resources.

Pickering Public Library is committed to inclusive, accessible, and barrier-free employment practices and to creating a
workplace that reflects and supports the diversity of the community we serve. We encourage and welcome applications

from qualified applicants including members of racialized groups, Indigenous Peoples, persons with disabilities, and
persons of any sexual orientation or gender identity. Please let us know if you require an accommodation and we will
work with you to ensure a barrier-free hiring process. For further information about Accessibility at Pickering Public

Library, visit https://pickeringlibrary.ca/faq/job-opportunities.

Pickering Public Library | Job Posting