Nature of Work
This Access Services Specialist will provide circulation and reference services to customers, support advertising work and marketing efforts, and oversee projects to survey and collect customer feedback for the Strauss Health Sciences Library. With a focus on strong customer service, this role will provide consultation and support to student, faculty and academic library researchers on the library’s online AskUs system and from the library’s customer service desk. This requires a strong understanding of library resources and services, providing instruction and guidance in use of resources, and determining gaps in service.
This role will be responsible for designing advertising about services and library resources and assisting with marketing plans. This role will be responsible for the design and execution of digital and physical marketing medium, coordinating advertising for the Access Services department and contributing as a member of the library’s marketing committee. The position reports to the Head of Access Services, works collaboratively in the department to develop and produce regular workflows of advertising, and creates targeted advertising campaigns about selected services annually. This position consistently delivers social media postings about library resources and services in conjunction with the library’s marketing committee. Over time, this role may network and collaborate with campus programs/divisions to create channels of outreach to promote the library brand.
Additionally, this position serves on library committees and task groups, and performs other duties and special projects as assigned with various library staff and faculty librarians. The position works closely with the Access Services Librarian and the Circulation & Service Desk Coordinator and receives training to cover the department’s AskUs and service desk operations.
Examples of Work Performed:
Circulation & Reference Services:
- Provides research assistance to students, faculty, and staff via the AskUs reference service, in person, by phone, email, and chat.
- Responsible for staffing the customer services and circulation desk up to 12 hours per week and more as needed.
- Provides assistance to customers using the library’s discovery tools; this requires a knowledge of library resources, including the library catalog and local collections, services, research guides, article access databases, etc.
- Instructs users about circulation and other library policies and services.
- Assist users in the library with use of technical or multimedia aspects of the facility and its study/meeting rooms and equipment/gadgets circulated by the library.
- Supports enforcement of library conduct policy and works with staff team to monitor and maintain the research and study environment for the academic community.
Marketing & Communications:
- Designs advertisements and promotion materials print and digital (flyers, posters, bookmarks, table tents, digital slides, social media postings, etc.) to advertise and promote library services to the campus community and spends time posting these ads physically/online;
- Collaborates with the department, to determine advertising topics/items for Access Services and creates regular routines, calendar deadlines and priorities for publishing and pushing out ad promotions to user communities through various channels with particular attention to the academic student audience.
- Sits on and supports the library’s marketing communications committee representing the department and supporting broader library marketing aims.
- Maintains flyers, posters and other print ad media in the library and at other points on campus as options exist and are developed.
- Decides issues of appropriateness of visual images in advertising relative to general etiquette, library norms and values, social norms, diversity factors, political and personal perceptions, etc.
- Devises and writes blog posts connected to advertising designs and campaigns.
- Uses social media channels of library and website to deliver marketing messages.
- May represent the library at campus communicator meetings and other forums.
- Supports the department collection of user feedback through polls and other survey/outreach methods; gathers student user service needs, including perceptions of and satisfaction with library service provisions.
- Helps compile, organize, and study survey results to devise recommendations and ideas to add/eliminate/change services to improve customer experience or update library policies.
- Participates on standing library committees or ad-hoc task forces for library initiatives.
- Performs other special tasks/projects as assigned.
This description is a summary only and is describing the general level of work being performed, it is not intended to be all-inclusive. The duties of this position may change from time to time and/or based on business need. We reserve the right to add or delete duties and responsibilities at the discretion of the supervisor and/or hiring authority.
Benefits & Additional Compensation Info
Salary and Benefits:
The hiring rate for this position has been established at $39,834.
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.
The above hiring rate represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.
This position is not eligible for overtime compensation.
Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.
Total Compensation Calculator: http://www.cu.edu/node/153125
Additional Info & Requirements
- A bachelor’s degree in education, psychology, business, public administration, health care, educational technology, social science, liberal arts, communications, accounting, finance, library science, or a directly related field from an accredited institution.
- Two years of library (academic or public), academic services, student support, IT, marketing or related experience.
*Applicants must meet minimum qualifications at the time of hire.
Conditions of Employment:
Physical Demands for this role have been defined as “Light”: Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary work. Light work usually requires walking or standing to a significant degree.
- One or more years of experience in an academic library setting.
- Experience with circulation services in a library.
- Experience with integrated library management system and circulation system.
- Experience answering reference research questions in an academic library.
- Experience with library catalogs, databases and other information tools for discovery and research.
- Experience with desktop publishing software such as Adobe design products, illustration and drawing, graphics, digital photography and video.
- Experiencing designing advertising messages and visual ads to promote services, writing blog posts about customer services and resources, and experience with advertising and marketing techniques and a passion to learn more.
- Experience with social media technologies.
Competencies/Knowledge, Skills & Abilities:
- Learns, uses and applies MS Publisher, MS Word and other software such as Adobe design & publishing applications and develops skill in design software.
- Interest in pursuing continuing education and professional development as it relates to library customer services, marketing, and social media areas.
- Excellent customer services soft skills, approachability, and communication skills for a customer service environment.
- Proficient with Windows operation system and MS Outlook and Microsoft Word and Excel applications.
- Ability to communicate effectively in oral and written form.
- Beginning to intermediate skills use Microsoft Office applications especially Word, Excel, and Outlook.
- Knowledge of library search tools to search and retrieve information.
- Strong interpersonal and customer service skills with ability to establish rapport with persons of diverse backgrounds.
- Must possess a professional demeanor and have skills to interpret complex rules, policies and procedures and apply them to real situations in appropriate and flexible fashion.
- Ability to manage multiple tasks and projects; meet competing deadlines and work independently with minimal supervision at times.
- Successful candidate will be detail oriented, self-motivated, with strong organizational skills.
- Ability to work in a team environment, collaborate and compromise with co-workers, and contribute to and maintain collegial working relations.
- A working knowledge of strategies used in sales and marketing.
- Working knowledge of survey methods and polling customer satisfaction, collection customer feedback.
- Familiarity with software for tasks like desktop publishing, data visualization, web site creation, and video creation and editing.
The University of Colorado Anschutz Medical Campus seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.
The Strauss Health Sciences Library has an opening for a full-time University Staff (unclassified) Access Services Specialist position.
The University of Colorado Anschutz Medical Campus is a public education, clinical and research facility serving 4,500 students, and a world-class medical destination at the forefront of life-changing science, medicine, and healthcare. CU Anschutz offers more than 42 highly rated degree programs through 6 schools and colleges, and receives over $500 million in research awards each year. We are the single largest health professions education provider in Colorado, awarding nearly 1,450 degrees annually. Powered by our award-winning faculty, renowned researchers and a reputation for academic excellence, the CU Anschutz Medical Campus drives innovation from the classroom to the laboratory to the delivery of unparalleled patient care. Read CU Anschutz Quick Facts here.
Jobs in this career family provide direct professional support for the teaching and/or educational service mission of the university. Functions include academic advising/counseling, student personnel administration, recruitment and admissions, registration, financial aid, faculty affairs, library services, curriculum administration, and others involving direct support of the educational mission of an academic unit.
Professionals at the intermediate level are responsible for exercising discretion, analytical skill, personal accountability and responsibility in a wide range of areas including academic, administrative, and managerial and student services functions. Work involves creating, integrating, applying and sharing knowledge directly related to a professional field.
At the intermediate level, duties may be more limited in scope and are performed with guidance and direction from other professionals.
Applications are only accepted at https://cu.taleo.net/careersection/jobdetail.ftl?job=21997&lang=en