Customer Experience

Casual Position: days, evenings, and weekend availability required, with a minimum of 7 hours of availability per week; hours of work are not guaranteed

Unionized Position

Existing Vacancy

Who we are

Kitchener Public Library welcomes our community to engaging spaces where people connect, ideas flourish and lives are transformed. Our values are a reflection of who we are and what we strive for as a library.

The principles of equity, inclusion and belonging are present in all that we do. Everything from our spaces to our services is designed to value diversity, foster belonging and respect individual needs.

What you will do The Library Services Coordinator leads the smooth operation of the branch and customer service delivery, trains and coaches staff, and executes customer experience strategies. The Library Services Coordinator provides advanced reference, readers’ advisory, and technology support services, and services related to the circulation of library materials.

In this role you will:

- Work under direction of the Area Manager to coordinate day-to-day operations and deliver customer service
- Train and coach Library Services Assistants on customer experience policies and procedures, and on other operational duties
- Act as a resource and role model for Library Services Assistants, in the areas of branch operations and customer service delivery.




- Ensure smooth customer access to borrower services through membership registration, checking in and out and renewing library materials, explaining policies and procedures and granting exceptions when appropriate, and the effective resolution of standard and complex customer account issues and conversations
- Train, coach, and oversee the day-to-day work of Shelvers

What you bring

- Post-secondary degree in a relevant field of study and instructional experience
- 1-3 years of library experience
- Demonstrated ability to interact positively and build relationships with customers
- Strong communication skills
- Adaptable and able to adapt to changing needs and priorities

How to apply If you are interested in this position, please send your resume and application form to Human Resources via [email protected].

Please quote Library Services Coordinator, Central and Community Libraries (Casual) in the subject line. To print a copy of our application form, go to kpl.org/jobs.

We encourage applications from candidates who reflect the diversity of the Kitchener community. Kitchener Public Library is committed to employment equity and creating a workplace that reflects the values of inclusion and accessibility.

Accommodations are available throughout the recruitment process upon request.

Pay: $32.29-$37.77 per hour

Expected hours: 1.0 – 35.0 per week

Work Location: In person

📌 Casual Library Services Coordinator, Central and Community Libraries (Kitchener)
🏢 Kitchener Public Library
📍 Kitchener