Customer Service Technician

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Reason for Vacancy: Internal movement

Hours: 18 hours per week with ability to work all shifts (days, evenings, and weekends)

Rate of Pay: $28.74 - $33.81 hourly

Posting Status: Open to all current OPL employees and external applicants

Oakville Public Library is seeking someone who is dedicated to service excellence, demonstrates curiosity and a learning mindset, fosters collaboration and knowledge sharing, and is a passionate advocate for literacy and innovation in public libraries.

Reporting to branch leadership, the Customer Service Technician provides exceptional customer service and branch services to the public, participates in outreach, and supports library operations at the branch.

• Greet customers and proactively offer customer‑first service across all interactions, promoting OPL services with enthusiasm, and actively creating connections through roving customer service.
• Understand and promote knowledge of OPL's collections, spaces, programs, services, and technologies. Accurately interpret OPL policies and procedures, and leverage key messaging to guide customer interactions and service delivery.
• Conduct personalized reference and readers' advisory services, connecting customers to information and resources through inclusive and informed recommendations, referring in‑depth inquiries to specialist staff.
• Assist customers in using branch technologies to promote and build digital literacy, including creative technology, equipment, and software.
• Actively participate in outreach to improve and support equitable access, strengthen community partnerships, and increase awareness of OPL services.
• Support branch services and library operations, including but not limited to membership and circulation services, technology assistance, collections maintenance assistance, merchandising and reading lists, material handling, and troubleshooting branch equipment, technology, or facility issues.
• Resolve issues or escalates to designated in‑charge staff, or branch or on‑call leadership as appropriate.
• Provide support for all material handling workflows, including but not limited to automated sorter operation, shelving materials, and shelf reading.
• Foster continuous learning by engaging in professional development activities, participating in working groups, and applying new knowledge and skills to enhance job performance.
• Work in compliance with the provisions of the AODA customer service standard, Occupational Health & Safety Act, the Workplace Safety and Insurance Act, other relevant health and safety legislation, and the OPL’s Health & Safety Program.
• Perform other duties as assigned.

• Provide excellent customer service in dynamic and busy environments, and champion the values of equitable access, curiosity, belonging, lifelong learning, intellectual freedom, and exceptional service.
• Utilize knowledge of OPL's collections, spaces, programs, services, and technologies.
• Apply knowledge of current and emerging technologies to service delivery, along with an understanding of the critical and evolving role of technology.
• Proactively engage customers and connect them to OPL services that inspire them, approaching every interaction with enthusiasm and a genuine willingness to help.
• Exercise good judgment to prioritize customer‑first service, make values‑based decisions, and support conflict resolution.
• Sustain strong organizational and time‑management skills, with the ability to prioritize and multitask effectively, and perform all work with accuracy and attention to detail.
• Demonstrate excellent verbal and written communication skills, with the ability to actively listen and clearly share information.
• Work independently and as part of a team through effective collaboration and strong interpersonal skills.
• Respond effectively to change, demonstrating…