Citizen Service Representative (Including Library Services) - Bilingual (English/French)

Greater Sudbury; Greater Sudbury; On-site; CAD 42,000 - 50,000; Part time

Job summary

Greater Sudbury Public Library is seeking a part-time Patron Experience Clerk to respond to citizen inquiries, handle payments, process library materials and provide reader services. The role supports municipal services and library operations under supervision.

The position offers up to 48 hours bi-weekly with days, evenings and weekends. Education includes a Grade XII completion with related coursework; bilingual English/French skills are required.

Qualifications

• Completion of Secondary School (Grade XII) and related post-secondary education or training.
• 1–2½ years related experience in municipal/city services or customer service.

Responsibilities

• Respond to citizen inquiries regarding municipal services, programs and hours of operation.
• Receive payments and balance revenue receipts; issue receipts.
• Provide library services including circulation, reader service and cataloguing on the fly.
• Balance revenue and prepare daily bank deposits; ensure security of revenue.

Skills

Interpersonal skills

Organizational skills

Keyboarding skills

Customer service

Bilingual English/French

Education

Secondary School Diploma

Tools

Windows & Internet-based software

CLASS System

CRM software

Job description

Section:Patron Experience
Division: Greater Sudbury Public Library
Department: Office of the Chief Administrative Officer
Initial Reporting Location: Chelmsford Public Library and Citizen Service Centre

Job Status:Limited Regular part time position
Estimated Probable Duration: Seven (7) Months (may be extended)
Number of Vacancies:1
Union Affiliation: CUPE 4705 Inside Unit
Hours of Work: Up to 48 hours bi-weekly
Shift Work Required:Yes (days, evenings and weekends)
Range of Pay: Group 9 - $30.49 to $36.07 per hour

The start date will follow the selection process.

Main Function: Respond to citizen inquiries regarding municipal services, programs and hours of operation; receive payments and balance revenue receipts, circulate library materials and provide reader service; distribute and/or process documents; perform data entry, in support of quality customer service.

Characteristic: Under the general supervision of a Manager of Citizen Service Centres and the day-to-day direction of a Citizen Service Centre Lead.
Duties:

• Provide promotional and/or informational material/forms regarding municipal services, assist customers in completing forms.
• Direct customers to appropriate department for specialty services (e.g. business licence, planning services).
• Provide library services including circulation of library materials, placing reserves and renewing library materials, checking shelves for materials using search lists, processing deliveries and exchanges, cataloguing on the fly, repairing damaged books, sorting and shelving materials and reading and dressing shelves.
• Provide reader service.
• Receive and process registrations, licence applications, lottery reports, fees, cemetery plots/niche units, and facility bookings as directed.
• Receive revenue, imprint payment stubs and issue receipts as required from a pre-set menu of services (e.g. parking tickets, tax payments, program fees, transit passes, dog tags).
• Balance revenue received with payment stubs, receipts and cash register totals daily; prepare daily bank deposit and forward summary to the appropriate Section.
• Ensure security of revenue in cash register and safe at all times by closing each and testing same; may take deposit to the bank, as directed.
• May issue marriage licences, as required.
• Reconcile bus pass and ticket revenues and report same to Transit on a monthly basis.
• Resolve minor complaints from the general public within pre-set parameters.
• Record customer service requests/complaints in accordance with established protocols.
• Act as Commissioner of Oaths as required.
• Ensure security of premises.
• Enter monthly statistics as required.
• Perform typing, filing and miscellaneous clerical duties.
• Provide detailed account information as required for tax, water bills, leisure facilities and programs.
• Maintain inventory and process sales of Corporate Wear.
• Host library programs, workshops; prepare rooms; take registrations.
• Provide software support for citizens using the Internet, WordPerfect and other software available to the public through the library.
• Develop and maintain a thorough working knowledge of CGS's Safety Manual and the applicable Provincial Legislation listed therein.
• Perform other related duties as required.

Note: The above duties are representative of a typical position and are not to be construed as all inclusive.

Qualifications

Education and Training:

• Successful completion of Secondary School (Grade XII) Education plus completion of some additional training or post-secondary education in a related discipline, (e.g. arts, science, computers).

Experience:

• One (1) to two and one-half (2½) years related experience.

Other Requirements:

• Knowledge of library services and operations.
• Knowledge of municipal services and departments.
• Knowledge of microcomputer software and administrative systems in Windows and Internet based environments (e.g. file maintenance, word processing, computerized spreadsheet applications, information input and retrieval).
• Knowledge of library automated systems, CLASS System and customer relationship management software an asset.
• Ability to demonstrate interpersonal skills in dealing with the public in a courteous and effective manner.
• Ability to demonstrate organizational skills and attention to detailed work.
• Ability to demonstrate accurate keyboarding skills.
• Excellent use of English; verbally and in writing.
• Excellent French verbal skills and a working knowledge of written French is required.
• Satisfactory health, attendance and former employment history.
• Must be physically capable of operating a vehicle safely, possess a valid driver’s licence, have an acceptable driving record, and personal insurance coverage.

Notice to Job Applicants: Definition of "Assets" on Job Postings - A number of Job Postings will contain items described as "assets" under the Qualifications heading. By way of definition, assets are qualifications which are not required but are deemed to enhance performance and therefore considered in the recruitment process.

This job is also being posted as a development opportunity. Should there be no fully qualified candidate for this position, a candidate who can be expected to meet the required qualifications within a reasonable period of time may be considered for this position as a development opportunity.

Development opportunity range of pay: $29.72 to $34.49 per hour. The successful candidate will be paid at the reduced range until the minimum qualifications have been met.

Live outside Canada or new to Canada?
The City of Greater Sudbury is dedicated to maintaining a fair, inclusive, and equitable work environment and our City welcomes qualified applicants from anywhere. To learn more about working in Canada, visit this webpage: Applicants Living Outside of Canada (greatersudbury.ca)

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