Customer Service Assistant

Requisition ID: 23477 Department: Ottawa Public Library Service: Branch Operations Employment Type: 1 Temporary Full Time Position - Up to 18 months Work Hours: 25 hours per week Affiliation: CUPE 503 - Library/Full Time - Public Service Job Salary Information: $32.081   - $37.536  per hour (2026 rates of pay) Location: Sunnyside Branch, 1049 Bank Street City: Ottawa, ON Job Category: Ottawa Public Library Application Close: 28/08/2026 JOB SUMMARY Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the City of Ottawa, that meet the unique needs of diverse communities, delivered through a range of vehicles and reflecting a citizen-centred approach. You provide customer service to the library customers in-person, roving the branch, telephone/switchboard and/or through electronic/web chats. You provide assistance with membership services, and support materials and cash handling activities. Work is performed within the context of the policies and framework of the Library corporate culture as embodied in the Mission Statement, Core Values, Customer Experience Guidelines and the Canadian Federation of Library Association position statements on Intellectual Freedom and Diversity and Inclusion, with particular emphasis on providing customer service excellence. EDUCATION AND EXPERIENCE Completion of Grade 12 Minimum of 1 year of library or customer service experience KNOWLEDGE Knowledge of customer service techniques and protocols Knowledge and experience with computers, Microsoft Office applications and other equipment including electronic devices Experience with integrated library systems Methods and techniques for sorting and shelving library materials according to alphabetical, Dewey Decimal or other prescribed sequence and procedures Library circulation procedures and practices Methods and techniques for handling cash Methods and techniques of responding to inquiries and resolving patron complaints General knowledge of Ottawa Public Library policies and procedures Knowledge of applicable health and safety legislation, including the rights and duties of workers COMPETENCIES, SKILLS AND ABILITIES Customer service orientation, including the use of tact, discretion and confidentiality Effective verbal and written communications and interpersonal skills Reasonable judgment in a professional setting Effectively apply technology to library services and programs To carry out a range of circulation activities, including registration, collecting fees Ability to respond effectively to a range of library service inquiries and resolve complaints Ability to perform routine manual or clerical tasks and manoeuvre book carts and lift boxes up to 40 pounds Ability to handle and account for cash and to prepare bank deposits Strong interpersonal skills, ability to deal with the public and handle problems as they arise Perform multiple tasks concurrently Ability to work effectively independently and as a team member Attention to detail. Sound problem solving Efficient time management Flexibility, ability to adjust priorities Strongly committed to quality customer service Strong listening/comprehension skills WHAT YOU NEED TO KNOW Language Requirement: English oral, reading, writing Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted. Additional vacancies may occur during the competition process. Alternative educational credentials combined with job-related experience, demonstrated performance, and ability may be considered in lieu of stated academic requirements. Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. The Ottawa Public Library promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from women, Aboriginal peoples and persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions. The Ottawa Public Library provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation. Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at 613-580-2424 extension 12211 or via email at [email protected].

You will provide customer service to library patrons in-person, via telephone, and through electronic channels. Additionally, you will assist with membership services, cash handling, and the sorting and shelving of library materials.

Candidates must have completed Grade 12 and possess at least one year of library or customer service experience. Proficiency with computers, Microsoft Office, and the ability to lift up to 40 pounds are also required.

• Gestion du tempsSouhaitée
• Service à la clientèleSouhaitée
• Résolution de problèmesSouhaitée
• Souci du détailSouhaitée
• Manipulation d’argentSouhaitée
• Microsoft OfficeSouhaitée
• Saisie de donnéesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer service
• Cash handling
• Microsoft Office
• Library circulation systems
• Verbal communication
• Written communication
• Problem solving
• Time management
• Interpersonal skills
• Attention to detail
• Conflict resolution
• Data entry
• Record keeping
• Public relations
• Information services
• Cash Handling
• Tactfulness
• Dewey Decimal Classification
• Deposit Accounts
• Clerical Works
• Customer Service
• Communication
• Confidentiality
• English Language
• Innovation
• Integrated Library Systems
• Interpersonal Communications
• Problem Solving
• Library Services
• Listening Skills
• Operations
• Public Service
• Sorting
• Time Management
• Writing
• Switchboard Operator
• Detail Oriented

• Customer Service & Support
• Government & Public Sector
• Administrative
• Customer Service Assistant
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Formation minimale

Études secondaires

Expérience minimale

0+ ans

Postuler avant le

29 août 2026

Langue de l’offre

anglais

Heures de travail

25 heures par semaine