Title: Customer & Digital Technology Associate
Department: Customer Experience
Reports to: Manager, Central Branch
Classification: Temporary Full Time
Hours per Week: 35 hours
Salary Range: $59,617.50 - $70,138.23 per year
Posted: November 28, 2025
Closes: December 12, 2025, at 4 PM Eastern
***This posting is for an existing 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 Technician diploma an asset.
Experience:
Previous library or customer service experience is an asset.
Previous program delivery experience is an asset.
Previous experience working with technology, makerspaces, digital media or other related field is an asset.
Overall Purpose:
This position exists within Burlington Public Library to provide proactive customer-centered service while serving as a key resource, champion, and liaison for customer-facing digital literacy and branch-specific technology support. As a member of the Customer Experience team, this position models BPL’s values in all interactions, 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.
Delivers troubleshooting support for customer-facing technology within the branch, including public access computers, print services, Maker equipment, as well as both onsite and lendable technology and e-resources.
Serves as a branch liaison with other departments involved in technology, including IT and Maker services.
Follows established guidelines to identify, report, and resolve issues, escalating complex matters to supervisors as needed.
Provide support for staff at the branch on technology and create, maintain, and update related branch technology procedures in consultation and collaboration with IT and the Makerspace Coordinator and under the guidance of the Manager.
Encourage, instruct, and assist staff and customers in the use of all forms of library technology.
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 Programming Manager and Librarian, deliver and support programming with a focus on digital literacy.
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, Customer & Programming Associates, Clerks, Pages, Makerspace Coordinator, System Support Technician.
External:
Customers, Facility Partner Staff, where applicable. Occasionally will work with community partners
Scope:
Budget: N/A
Direct and Indirect Reports: N/A
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.
Excellent critical thinking skills demonstrating the ability to evaluate and set priorities effectively with particular emphasis on customer service.
Engaging customers in conversation about the collection, books and reading, while demonstrating an awareness of trends and topics.
Leadership:
Demonstrates excellent customer service and good judgment in unexpected situations to problem solve issues effectively.
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, including basic computer upkeep and maintenance, navigating the Internet, and mobile computing.
Excellent communications skills, including presentation, writing and public speaking proficiency.
Demonstrated knowledge in supporting and troubleshooting technology.
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.
Physical Effort
Normal physical activity such as periodic standing, walking, sitting, and the use of basic motor skills.
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.
