Position Title: Customer Service Specialist
Department: Customer Services
At the heart of a vibrant urban/rural community of 100,000, Strathcona County Library (SCL) encourages literacy and lifelong learning, fosters community connections, and offers programs and services that inform, engage, and entertain. SCL provides excellent and accessible services from our Central Library in the Community Centre, our award-winning Bookmobile, and via satellite return centres located throughout the community. Opportunities abound to provide creative programs and services for young families, engaged seniors and all of the age groups in between. We offer a strongly collaborative team-based environment and the flexibility to maintain a good work/life balance. We are committed to fostering the principles of equity, diversity, and inclusion within our workforce and community. We welcome and encourage all qualified applicants.
Employment Terms
This is a permanent, part-time, 18-hour-per-week position with benefits. This position involves a variety of shifts including daytime, evening and weekend hours.
Rate of pay: $31.06 – $38.82 per hour, paid on a bi-weekly basis
Start date: Oct 27, 2025, or a date to be determined in consultation with the successful applicant
Reports to: Manager, Customer Service
Duties and Responsibilities
- Provides people entering the library a friendly first point of contact
- Checks out and renews materials so patrons can take library items home to use
- Registers and renews library cards so patron accounts are up to date and the library has accurate contact information for patrons
- Answers the main library telephone line and answers patron questions or forwards them to the appropriate department
- Assists patrons in locating items in the library
- Places requests for specific library items through Horizon
- Places requests using Relais software for interlibrary loans
- Answers basic reference, programming and technology questions. Refers more advanced inquiries to other departments
- Processes payments for patrons using a variety of payment methods including credit cards, debit cards, cheques, and cash
- Prepares library for opening and closing to the public in order to adhere to security and safety guidelines
- Ensures the materials in the library are available for use on a day-to-day basis by
- Checking status of materials not available for checkout and changing status as needed
- Shelf reading assigned areas to ensure items are in the correct order on the shelf
- Contacting patrons when items are returned incomplete
- Works with Managers and Information Desk staff, including Point Person evenings and weekends, to deal with security and safety issues as they occur in the public areas
Minimum Qualifications
- Grade 12 diploma or GED
- One-year related library experience
Required Experience, Knowledge and Skills
- Clear understanding of our library values of access, connection and discovery
- Technical skills related to using ILS systems, online resources, MS Office, e-technology including devices, and office equipment
- Understanding of the Dewey Decimal System and other shelving systems used for library collections.
- Experience in a customer service environment
- Strong interpersonal skills to work with both the public and staff
- Able to work effectively in a team environment
Conditions of Employment
- Submission of Satisfactory Criminal Record Check
Application Details
Deadline: 9:00 AM on Monday, October 6, 2025
Interested applicants must submit a cover letter and résumé by e-mail to: recruitment@sclibrary.ca
Please include your name in your email subject line and attachment(s).
Equivalencies of education and experience may be considered. In addition to providing a dynamic working environment, we offer a competitive salary and benefits package.
This competition may be used to fill future vacancies for similar positions within the next 6 months.
Thank you for your interest in Strathcona County Library. We only contact candidates selected for interviews.