Customer Service Technician M/F

Permanent part-time CUPE5348)

Hours: 18 hours per week with ability to work all shifts (days, evenings, and weekends)

Rate of Pay : $28.74 - $33.81 hourly

Posting Status: Open to all current OPL employees and external applicants

Oakville Public Library is seeking someone who is dedicated to service excellence, demonstrates curiosity and a learning mindset, fosters collaboration and knowledge sharing, and is a passionate advocate for literacy and innovation in public libraries.

Reporting to branch leadership, the Customer Service Technician provides exceptional customer service and branch services to the public, participates in outreach, and supports library operations at the branch.

As a Customer Service Technician you will:

Greet customers and proactively offer customer-first service across all interactions, promoting OPL services with enthusiasm, and actively creating connections through roving customer service.

Understand and promote knowledge of OPL's collections, spaces, programs, services, and technologies. Accurately interpret OPL policies and procedures, and leverage key messaging to guide customer interactions and service delivery.

Conduct personalized reference and readers' advisory services, connecting customers to information and resources through inclusive and informed recommendations, referring in-depth inquiries to specialist staff.

Assist customers in using branch technologies to promote and build digital literacy, including creative technology, equipment, and software.

Actively participate in outreach to improve and support equitable access, strengthen community partnerships, and increase awareness of OPL services.

Support branch services and library operations, including but not limited to membership and circulation services, technology assistance, collections maintenance assistance, merchandising and reading lists, material handling, and troubleshooting branch equipment, technology, or facility issues.

Provide support for all material handling workflows, including but not limited to automated sorter operation, shelving materials, and shelf reading.

Foster continuous learning by engaging in professional development activities, participating in working groups, and applying new knowledge and skills to enhance job performance.

Work in compliance with the provisions of the AODA customer service standard, Occupational Health & Safety Act, the Workplace Safety and Insurance Act, other relevant health and safety legislation, and the OPL’s Health & Safety Program.

Provide excellent customer service in dynamic and busy environments, and champion the values of equitable access, curiosity, belonging, lifelong learning, intellectual freedom, and exceptional service.

Utilize knowledge of OPL's collections, spaces, programs, services, and technologies.

Apply knowledge of current and emerging technologies to service delivery, along with an understanding of the critical and evolving role of technology.

Proactively engage customers and connect them to OPL services that inspire them, approaching every interaction with enthusiasm and a genuine willingness to help.

Exercise good judgment to prioritize customer-first service, make values-based decisions, and support conflict resolution.

Library and Information Technician (LIT) diploma with a minimum of one (1) year of related library work experience; Experience with an integrated library system (ILS), RFID technology, Microsoft Office, and library technologies and equipment.

Oakville Public Library strives to fulfill our mission of cultivating discovery and creativity in every phase of life. We are focused on exceptional customer service to meet the needs of the children, youth, adults, and seniors utilizing our physical or online services. We continue to be agile in our mandate to meet the needs of the residents of Oakville.

What's it like to work at Oakville Public Library?

Our positions offer tremendous diversity and excellent opportunities for professional growth. Every day, we commit to providing access to tangible resources and programs that inspire, encourage, and provoke thought for the residents of Oakville.

Oakville Public Library uses the Town of Oakville’s recruitment software. The Town’s recruitment software includes elements of artificial intelligence to assist in the screening and short-listing of qualified candidates.

Applications will be accepted on-line at in the current opportunities section no later than midnight on January 23, 2026.

The Oakville Public Library is an equal opportunity employer and is pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) within our recruitment process upon request. A Security Clearance Check will be required for all employees and volunteers of the Oakville Public Library. The Oakville Public Library endeavours to provide a safe environment for all its employees.