Customer Service Assistant
City of Ottawa
Ottawa, ON
Position: Customer Service Assistant

Competition Number: 2019-EX-EN-52473252-01

Competition posting date: 2019.03.26

Competition closing date: 2019.09.30

Ottawa Public Library, Library Operations, Branch Operations
Casual Positions
Affiliation: CUPE 503 Library
Salary: $27.249 to $31.882 per hour (2019 rates of pay)
Location: Various Locations
Various Shifts: days, evenings & weekends

This job inventory will be used to staff Casual positions, that become available now and up to September 30,

2019, in the following geographic locations:
Main, 120 Metcalfe
Alta Vista, 2516 Alta Vista
Elmvale Acres, 1910 St. Laurent
Greenboro, 363 Lorry Greenberg
Cumberland, 1599 Tenth Line
North Gloucester, 2036 Ogilvie
Rideau, 377 Rideau
St. Laurent, 1910 St. Laurent
Orleans, 1705 Orleans
Blackburn Hamlet, 199 Glen Park
Vanier,310 Peres Blancs
Alta Vista, 2516 Alta Vista
InfoService,101 Centrepointe

Category: Ongoing Inventories
Employment Group: Library

Job Summary

Provides customer service to the library customers in-person, roving the branch, telephone/switchboard
and/or through electronic/web chats. Provides assistance with membership services. Supports 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 Library Association position statements on Intellectual Freedom and Diversity and Inclusion,
with particular emphasis on providing customer service excellence.

Education & Experience

Completion of Secondary school graduation diploma (Grade 12).

Minimum of one (1) year library or customer service experience

Language, Certificates & Licenses

The successful candidate will be required to complete a Criminal Record Check to the City of Ottawa’s

Various language requirements, locations may require English, French or Bilingual competencies.
French oral, reading, writing required
English oral, reading, writing required


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

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

If this opportunity matches your interest and profile please apply online by using the "Apply"

button. If this is your first online application please refer to our resources on how to apply for jobs online.

We thank all candidates for their interest, however, only those selected to continue in the selection process
will be contacted.

The City of Ottawa is committed to providing quality services by establishing a qualified workforce that
reflects the diverse population it serves. The City encourages applications from all qualified individuals.

Accessible formats and communication supports are available upon request. Please contact the
HR Service Centre at 613-580-2424, extension 47411.