Customer Experience Associate

Full job description
Posting Id
3340

Department
Library

Location
RHPL - Central

Schedule
Inclusive of Weekdays, Evenings and Weekends.

Employee Group
RHPL CUPE

Rate of Pay
$28.41 - $33.84 Hourly

Job Type
Permanent Part Time

Replacement/New Position
Replacement for Existing Vacancy

Posting Type
Internal and External

Posting Date
05/11/2026

Application Deadline
05/25/2026


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 (if applicable)
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
Innovation
Intellectual Freedom
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.


Attention Internal Candidates: All current City of Richmond Hill employees are required to apply via the ‘View Jobs for Current Employees’ link on the City’s Careers Page.