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Burlington Public Library

Customer & Programming Associate (Temporary - up to 18 Months)

Burlington, ON, Canada

Title: Customer & Programming Associate - Temporary Department: Customer Experience Reports to: Branch Manager Classification: Temporary, Part-Time (up to 18 months) Hours per Week: 20 hours Salary Range: $33.49 - $39.40 per hour + benefits Posted: November 9, 2026 Closes: November 23, 2026 at 4 PM Eastern · Part-time

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Job details

Pay: Title: Customer & Programming Associate - Temporary Department: Customer Experience Reports to: Branch Manager Classification: Temporary, Part-Time (up to 18 months) Hours per Week: 20 hours Salary Range: $33.49 - $39.40 per hour + benefits Posted: November 9, 2026 Closes: November 23, 2026 at 4 PM Eastern
Job type: Part-time
Apply by: May 8, 2027
Posting language: English
Posted: Nov 9, 2026

Original job description

Title:                     Customer & Programming Associate - Temporary
Department: Customer Experience
Reports to: Branch Manager
Classification:   Temporary, Part-Time (up to 18 months)
Hours per Week: 20 hours
Salary Range:     $33.49 - $39.40 per hour + benefits
Posted:   November 9, 2026
Closes: November 23, 2026 at 4 PM Eastern

***This position will fill an existing temporary vacancy

About the Library

Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.

Qualifications:

Education:

Undergraduate degree or post-secondary diploma required.
Library Techniques diploma an asset.

Experience:

Previous library or customer service experience is an asset.
Previous program delivery experience is an asset

Overall Purpose:
As a member of the Customer Experience team, this position models BPL’s values in all interactions, provides proactive customer-centered service, and is proficient in customer service routines and the Integrated Library System.

Key Accountabilities:
Provide proactive customer-centered service in person, by phone, and online by anticipating needs and looking for opportunities to create exceptional customer experiences.

Effectively use the Integrated Library System and other library tools to complete associated customer service routines and offer customer tech support.
Encourage, instruct, and assist customers in the use of all forms of library technology, including troubleshooting technology issues.
Perform materials handling tasks.
Under the guidance of the Manager and Branch Operations Lead, support collection initiatives, to ensure an accurate, tidy, balanced, and accessible collection that meets customer needs.
Under the direction of the Manager and Librarian, deliver and support programming
Participate on system-wide teams, working groups and customer service projects as required.
Perform additional position-related accountabilities assigned by management.

Key Business Relationships:

Internal: Staff at the Library; Customer Experience Managers, Librarians, Branch Operation Leads, Programmers, Clerks, Pages

External: Customers, Facility Partner Staff, where applicable. Occasionally will work with community partners

Key Competencies: Knowledge, Skills and Abilities

Behavioural:

Exemplify BPL’s values during all interactions and communications.
Communicate in a professional manner which is consistent and aligned with BPL’s voice and values.
Customer-first orientation and centricity
Collaborative and solution-focused approach to innovative problem solving and teamwork.
Passionate about continual learning, professional development, creativity, and analytical thinking.
Promote and celebrate diversity and inclusion in BPL’s collections and services.
Demonstrates resiliency and adaptability in resolving issues and switching tasks.
Engaging customers in conversation about the collection, books and reading, while demonstrating an awareness of trends and topics

Leadership:

Demonstrates excellent customer service and problem-solving skills
Champions of change in a positive and productive manner
Action-oriented and perseveres to address customer requests and concerns
Understands accountability

Technical:

Knowledge of BPL’s vision, mission, values, and strategic plan.
Knowledge and application of policies, processes, procedures, and systems within BPL
Knowledge of library Customer Experience Philosophy and Customer Experience Standards
Excellent time management skills with the ability to work as part of a team
Excellent customer service skills and the ability to work with a diverse group of people
Demonstrated critical thinking skills to guide and support the customer experience at all points of contact including de-escalation techniques.
Proficiency in Microsoft Office 365: Outlook, Word, Excel, PowerPoint, Teams
Proficiency with Integrated Library System and associated library tools and applications: library catalogue, online databases and e-resources
Knowledge of traditional and digital literacy
Excellent presentation skills in programming and service delivery.

Work Environment

Most work is completed in public library spaces while customers are present, with little exposure to noise, dirt, or external elements.
Physical work such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
There is moderate computer use and frequent contact by email, MS Teams, and phone.
Travel between branches within Burlington may be required. Mileage will be paid.

Working Hours

BPL is open seven days a week and schedules include regular evenings and weekends.
Duties may require work after-hours in case of emergency situations.

Physical Effort

Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
Some continuous physical exertion required such as moving, changing, and setting up for programs or community spaces; shelving, shifting, packing and unpacking boxes.
Ability to move materials and supplies (up to 50lbs)
Extended periods of sitting at computer and telephone use.
Ability to stand for extended periods of time.
Ability to bend and stretch to reach high and low shelves.

Mental Effort

Moderate visual concentration while performing routine tasks requiring accuracy and attention to detail on a computer.
Maintaining a positive, professional, and diplomatic demeanor at all times
Moderate focus while sorting, shelving and maintaining collections.
Moderate stress for tight timelines, competing priorities and people/relationship management.
Providing service and feedback to multiple people simultaneously.

Working with us

As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.

Earnings for paid employees include a competitive salary, comprehensive benefits, development opportunities, generous vacation privileges, flexible work arrangements, compelling rewards and recognition, and retirement security.

Burlington Public Library is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs. Please contact Human Resources at hr@bpl.on.ca.
If you have a disability that makes it difficult to apply using the online form, please call us at 905-639-3611 Ext. 1154.
We thank all applicants in advance and advise that we will contact only those selected for an interview.

Personal information on your résumé is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility for employment.

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More about this job

Responsibilities

Provide proactive customer service in person, by phone, and online, using the library system and other tools to assist customers and troubleshoot technology. Support collection initiatives, handle materials, deliver and assist with programs, and contribute to library-wide teams and projects.

Requirements

An undergraduate degree or post-secondary diploma is required; a Library Techniques diploma is an asset. Previous library, customer service, and program delivery experience are assets, along with strong customer service, communication, technology, and problem-solving skills.

Skills

Customer Service
Problem-Solving
Communication
Teamwork
Integrated Library System
Technology Troubleshooting
Program Delivery
Collection Management
Microsoft Office 365
Time Management
Critical Thinking
De-Escalation
Presentation Skills
Digital Literacy
Adaptability
Diversity And Inclusion

Benefits

Comprehensive Benefits
Development Opportunities
Vacation
Flexible Work Arrangements
Rewards And Recognition
Retirement Security

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Public Library
Customer Service
Integrated Library System
Library Catalogue
Online Databases
E-Resources
Microsoft Office 365
Outlook
Word
Excel
PowerPoint
Microsoft Teams
Technology Support
Technology Troubleshooting
Program Delivery
Collection Management
Materials Handling
Traditional Literacy
Digital Literacy
De-Escalation
Customer Experience Standards
Diversity And Inclusion
Community Partnerships

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