Verified Job
Customer Support / TeleCaller
Communications Agent
Customer Support / TeleCaller
#28383
Remote / WFH
City of Ottawa
Job Description
Job Posting No. 21756
Department: Ottawa Public Library
Service: Corporate Services
Branch: Communications and Marketing
Job Type: 1 Temporary Full-Time Position (up to 1 year)
Hours of Work: 35 hours per week
Union Affiliation: CUPE 503 – Library – Public Service Employment
Salary: CAD $66,020.50 – $77,259.00 per year (2026 pay rate)
Location: 100 Tallwood Drive
City: Ottawa
Job Category: Ottawa Public Library
Application Deadline: June 11, 2026
Job Summary
The Ottawa Public Library (OPL) provides accessible and innovative library and information services across the City of Ottawa, meeting the unique needs of diverse communities through various service methods and a customer-focused approach.
The successful candidate will be responsible for:
Preparing, producing, and distributing library publications
Promoting library events and services
Assisting in planning and organizing special events and programs for adults and children
The employee must perform duties in accordance with OPL policies and organizational culture, including its mission statement, core values, customer experience guidelines, and the positions of the Canadian Federation of Library Associations regarding intellectual freedom, diversity, and inclusion, while maintaining excellence in customer service.
Education and Experience
Education
Two-year diploma in Public Relations or a related field.
Experience
Two (2) years of related work experience.
Knowledge Requirements
Developing informational and promotional materials, including newsletters, public service announcements, and press releases
Event planning
Media relations and working with regional print and electronic media
Methods and techniques for responding to inquiries and resolving customer complaints
General knowledge of OPL policies and procedures
Customer service techniques and protocols
General knowledge of OPL health and safety policies and procedures
Relevant health and safety legislation, including workers' rights and responsibilities
Skills and Abilities
Communicate effectively through information packages and promotional materials
Coordinate activities and liaise with print and electronic media
Strong writing skills with the ability to write clearly, concisely, and in various styles
Participate in organizing community promotional events
Typing speed of at least 45 words per minute
Ability to enter, extract, and manage data using standard office equipment, including IBM-compatible computers in a Microsoft Windows environment
Demonstrate tact, discretion, and confidentiality
Excellent verbal and written communication skills
Ability to multitask
Strong customer service orientation
Attention to detail
Strong interpersonal skills and ability to work with the public and resolve issues
Adaptability
Ability to work effectively in a team environment
Commitment to high-quality customer service
Core Behaviours
Core Behaviours define the expectations for employee conduct at OPL. They reflect the organization's culture and values and guide all current and future activities. Employees are encouraged to learn, demonstrate, and embrace these behaviours.
Important Information
Language Requirements
Bilingual position (required upon hiring):
French
Speaking
Listening
Reading
Writing
English
Speaking
Listening
Reading
Writing
Additional Notes
Additional vacancies may arise during the selection process.
Equivalent combinations of education, experience, skills, and demonstrated performance may be considered in place of the stated educational requirements.
Applicants should keep a copy of the job posting, as it will not be available after the closing date.
Only candidates selected for an interview will be contacted.
Diversity and Inclusion
The Ottawa Public Library promotes diversity and inclusion and complies with the principles of the Canadian Human Rights Act and the Ontario Human Rights Code.
Applications are encouraged from:
Indigenous Peoples
Black and other racialized communities
Persons with disabilities
Women
Non-binary individuals
People of all ethnic backgrounds, religions, ****** orientations, social classes, gender identities, and gender expressions
Applicants are encouraged to self-identify as members of one or more employment equity groups.
Accommodation
The Ottawa Public Library provides accommodation throughout the hiring process upon request.
If contacted for participation in the selection process, applicants should indicate any accommodation needs.
Accessible formats and communication supports are available upon request. Contact the Employee Service Centre at:
Phone: 613-580-2424 ext. 12211
Email: esc-cse@ottawa.ca
Department: Ottawa Public Library
Service: Corporate Services
Branch: Communications and Marketing
Job Type: 1 Temporary Full-Time Position (up to 1 year)
Hours of Work: 35 hours per week
Union Affiliation: CUPE 503 – Library – Public Service Employment
Salary: CAD $66,020.50 – $77,259.00 per year (2026 pay rate)
Location: 100 Tallwood Drive
City: Ottawa
Job Category: Ottawa Public Library
Application Deadline: June 11, 2026
Job Summary
The Ottawa Public Library (OPL) provides accessible and innovative library and information services across the City of Ottawa, meeting the unique needs of diverse communities through various service methods and a customer-focused approach.
The successful candidate will be responsible for:
Preparing, producing, and distributing library publications
Promoting library events and services
Assisting in planning and organizing special events and programs for adults and children
The employee must perform duties in accordance with OPL policies and organizational culture, including its mission statement, core values, customer experience guidelines, and the positions of the Canadian Federation of Library Associations regarding intellectual freedom, diversity, and inclusion, while maintaining excellence in customer service.
Education and Experience
Education
Two-year diploma in Public Relations or a related field.
Experience
Two (2) years of related work experience.
Knowledge Requirements
Developing informational and promotional materials, including newsletters, public service announcements, and press releases
Event planning
Media relations and working with regional print and electronic media
Methods and techniques for responding to inquiries and resolving customer complaints
General knowledge of OPL policies and procedures
Customer service techniques and protocols
General knowledge of OPL health and safety policies and procedures
Relevant health and safety legislation, including workers' rights and responsibilities
Skills and Abilities
Communicate effectively through information packages and promotional materials
Coordinate activities and liaise with print and electronic media
Strong writing skills with the ability to write clearly, concisely, and in various styles
Participate in organizing community promotional events
Typing speed of at least 45 words per minute
Ability to enter, extract, and manage data using standard office equipment, including IBM-compatible computers in a Microsoft Windows environment
Demonstrate tact, discretion, and confidentiality
Excellent verbal and written communication skills
Ability to multitask
Strong customer service orientation
Attention to detail
Strong interpersonal skills and ability to work with the public and resolve issues
Adaptability
Ability to work effectively in a team environment
Commitment to high-quality customer service
Core Behaviours
Core Behaviours define the expectations for employee conduct at OPL. They reflect the organization's culture and values and guide all current and future activities. Employees are encouraged to learn, demonstrate, and embrace these behaviours.
Important Information
Language Requirements
Bilingual position (required upon hiring):
French
Speaking
Listening
Reading
Writing
English
Speaking
Listening
Reading
Writing
Additional Notes
Additional vacancies may arise during the selection process.
Equivalent combinations of education, experience, skills, and demonstrated performance may be considered in place of the stated educational requirements.
Applicants should keep a copy of the job posting, as it will not be available after the closing date.
Only candidates selected for an interview will be contacted.
Diversity and Inclusion
The Ottawa Public Library promotes diversity and inclusion and complies with the principles of the Canadian Human Rights Act and the Ontario Human Rights Code.
Applications are encouraged from:
Indigenous Peoples
Black and other racialized communities
Persons with disabilities
Women
Non-binary individuals
People of all ethnic backgrounds, religions, ****** orientations, social classes, gender identities, and gender expressions
Applicants are encouraged to self-identify as members of one or more employment equity groups.
Accommodation
The Ottawa Public Library provides accommodation throughout the hiring process upon request.
If contacted for participation in the selection process, applicants should indicate any accommodation needs.
Accessible formats and communication supports are available upon request. Contact the Employee Service Centre at:
Phone: 613-580-2424 ext. 12211
Email: esc-cse@ottawa.ca
