Customer Experience Associate

City of Richmond Hill; Richmond Hill; On-site; CAD 81,405,000 - 96,965,000; Part time

Job summary

Richmond Hill Public Library is seeking a Customer Experience Associate to join our service desk team. You will respond to customer inquiries, assist with library accounts, and help visitors use materials and resources in person or remotely.

Daily duties include handling payments, guiding users through library applications, troubleshooting equipment, and referring complex questions to a Librarian. Flexibility and strong customer service are essential.

Qualifications

• High School Diploma or equivalent.
• Ability to understand and follow verbal and written directions.
• Good communication and interpersonal skills.
• Ability to work effectively and collaboratively in a team environment.
• Commitment to excellent customer service.
• Ability to work flexible hours.

Responsibilities

• Interact with customers in person, by telephone, and by written or electronic messaging.
• Operate the service desk in accordance with policies and procedures.
• Assist customers with creating and updating library accounts.
• Assist customers with use of library materials including borrowing, returning, renewing and reserving materials.
• Process payments for library fees and sales at the point of sale, and handle related cash/debit/credit procedures.
• Provide basic information and reference services, guide users to resources and assist with tools and resources.
• Refer complex questions to a Librarian or Assistant Manager as needed.
• Sort, shelve and shelf-read library materials, and relocate items as necessary.
• Handle returns and drop-box processes, including sorting for distribution.
• Perform cleaning/maintenance of materials and assist with displays.
• Actively align with the Library's Mission, Vision, and Values and adhere to policies.

Skills

Communication skills

Verbal and written directions

Teamwork

Customer service

Flexible hours

Education

High School Diploma or equivalent

Job description

Select how often (in days) to receive an alert: Create Job Alert

Schedule Inclusive of weekdays, evenings, and weekends

Employee Group RHPL CUPE

Rate of Pay $28.41- $33.84Hourly

Job Type Permanent Part Time

Replacement/New Position Replacement for Existing Vacancy

Posting Type Internal and External

Posting Date 09/18/2026

Application Deadline 10/02/2026

Position Summary

The Customer Experience Associate position at the Richmond Hill Public Library works directly with library customers responding to all customer related inquiries as a single point of contact for customers.

Key Duties and Responsibilities

• Interacts directly with customers in person, by telephone, and by written or electronic messaging
• Performs the daily operation of the service desk in accordance with policies and procedures
• Assist customers with creating and updating library accounts
• Assist customers with use of library materials including borrowing, returning, renewing and reserving of library materials.
• Accepts and processes cash and debit/credit payments for library fees and sale of library products. Operates the point of sale and debit machine. Processes refunds. Generates invoices for outstanding fees in customer library account, providing notices to customers. Handles disputes related to fees and claims related to materials returned, escalating to Assistant Manager as needed.
• Assists and instructs customers in the use of library applications and equipment (self-serve machines, computers, photocopiers, Makerspace equipment etc.). May need to perform troubleshooting of equipment. Ensures equipment is well functioning and has the necessary supplies, notifying management of the need to repair and to order additional supplies.
• Provides basic information and reference services. This includes asking questions to assess customer needs, demonstrating how to use library website and catalogue, directing customers to applicable resources and assisting with locating library materials, demonstrating how to use resources in various formats including library’s electronic resources, providing information on library programs and services. May refer complex questions to Assistant Manager or appropriate Librarian
• Responds to customer complaints, interpreting library policies where appropriate. Escalates complaints to the Assistant Manager as needed.

Duties and Responsibilities Cont'd

• Sorts, shelves, and shelf-reads library materials. Shifts and relocates library materials as necessary.
• Processes materials that have been returned to the library, and this may include the physical emptying of drop boxes. Sorts materials for distribution, and this may include use of automated sorting equipment.
• Locates and retrieves materials, as directed, supporting various activities such as holds, claims-returned, missing, and weeding of the collection.
• Performs cleaning and tidying activities to ensure that the library is in good order; may perform disinfecting and/or cleaning as requested.
• May perform minor maintenance and repairs of materials.
• May assist with the replenishment of displays.
• Actively works in alignment with the Mission, Vision, and Values of the Library
• Responsible to adhere to established policies and procedures (occupational health and safety, employment, communications, etc.)
• Performs other duties as necessary

Education and Experience

• High School Diploma or equivalent

Required Skills/Knowledge

• Ability to understand and follow verbal and written directions and procedures
• Good communication and interpersonal skills
• Ability to work effectively and collaboratively in a team environment
• Commitment to excellent customer service
• Ability to work flexible hours
• Ability to work in various work locations

Richmond Hill Public Library Values

• Accessibility
• Accountability
• Diversity
• Literacy and Lifelong Learning
• Respect

About Richmond Hill Public Library

Richmond Hill Public Library is committed to inclusive, barrier-free recruitment and selection processes. If contacted to participate in the recruitment and selection process, please advise Human Resources if you require an accommodation.

This position may be relocated to another location in the future to meet service needs for the community. All applicants should understand that the ability to work at any library location is a requirement of this position.

The Library will require a current Vulnerable Sector Screening from the successful applicant as a condition of employment.