Library Services Specialist, Circulation Desk Supervisor
University of Colorado Boulder Libraries
Norlin Library
Job Description
Library Services Specialist, Circulation Desk Supervisor
Requisition Number: 43489
Location: Boulder, Colorado
Employment Type: Classified Staff
Schedule: Full-Time
Posting Close Date: 19-Oct-2022
Date Posted: 06-Oct-2022
Job Summary
CU Boulder Libraries encourages applications for a Library Services Specialist, Circulation Desk Supervisor! This position provides user-centered customer service and assistance at all in-person service points within Norlin Library as well as virtual services. This position works closely with services partners to ensure consistent service and collaborates to improve practices as needed, while taking the lead on improving practices related to student worker training, supervision, and retention. This position manages the day to day operations of the main circulation desk, providing staff training and maintaining patron holds; applying acquired job skills and knowledge to lead services and operations oversight; responding to patron queries in person, on the phone, and via email; independently resolving sophisticated patron difficulties. Supervises student employees working at the circulation desk, including hiring, training, and scheduling.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.
Who We Are
Mission
- We are a knowledge catalyst. We fuel inquiry, discovery, collaboration, creation, and the dissemination of knowledge. We welcome everyone, wherever they are on their educational journey.
Vision
- An information-empowered world.
Values
- Include
- Empower
- Connect
- Learn
- Inspire
Our values define our interactions within the Libraries and radiate outwardly. This means that we develop a culture that compassionately and authentically embodies our values in all aspects of our work.
Diversity Statement
We affirm diversity and inclusive excellence to be vitally integral to the Libraries’ mission and vision. We strive to model this in recruitment and retention, building collections, and offering services and spaces to develop a receptive social, intellectual, and physical environment for all. Learn more about our dedication to diversity and inclusivity.
What Your Key Responsibilities Will Be
Provide User Centered Customer Service
- Staff in-person service points in Norlin library.
- Staff Libraries-wide virtual services including chat and email.
- General patron services - circulation, printing, scanning, research assistance, materials access, (using stacks, microform machines, etc.), and appropriate referrals.
- Responsible for communication and resolution of patron account issues on Norlin collection materials including fines, replacements, discrepancies, etc. Explain Libraries policies regarding overdue fines, billing fees, replacement fees, and replacement policies, and provide options to resolve difficulties.
- Assist as needed with other library services and routine patron account needs (study rooms, reserves, etc.)
- Apply campus-wide policies to library operations with a clear understanding of the impact of these policies as they relate to the section, library users, and library partners.
Collaborate with other Section and Team Members and other Services Partners
- Supervise and evaluate current services, procedures, practices, and documentation for improvements.
- Actively participate in/contribute to section, team, branch, Libraries, and other relevant decision-making bodies.
- Work with Libraries Security by providing support for security for library facilities.
- Stay up to date with any changes to Libraries policies, procedures, etc.
Manage Daily Operations of the Circulation Desk and Assist Users with Using Libraries’ Services
- Organize, manage, and assess in-person Norlin circulation desk, implementing changes to processes as needed to improve service to patrons while meeting Libraries strategic goals.
- Develop and implement procedures to schedule and train staff to work on circulation desk and ensures continuous management of primary services; works in coordination with other service point coordinators to ensure successful scheduling and collaboration
- As a member of the Circulation Guild, collaboratively plan and recommend changes to libraries-wide circulation-related organizational procedures and policies. Is responsible for implementing changes and training colleagues at the Norlin Service Points to ensure consistent understanding and application of policies and procedures
- Apply job experience and skills to independently handle sophisticated customer inquiries.
- Assist patrons with extended services spaces (carrels and lockers, Norlin study rooms, Video Creation Station) and work with Norlin Branch and Virtual Services Manager to provide feedback on services and cultivate and implement changes as needed.
- Serve as a main point of contact for patron account problems related to materials and fines, with independent authority to negotiate and/or waive fines and fees in accordance with circulation policy and standard processes.
- Maintain patron hold shelf, training other staff, independently make adjustments as needed, and providing feedback where this service intersects with other workflows.
- Work closely with Patrons Accounts and Collections Management units in regards to fines and billing.
Supervise Student Employees
- In accordance with employment laws and University and Libraries regulations, supervise student employees; actively interpret and follow affirmative action principles and policies to provide an atmosphere free from harassment and discrimination.
- Interview, hire, train, coach, schedule, and evaluate student employees, assessing and implementing programs to improve library user experience and student work experience.
- Assign duties and tasks to student employees in order to support the mission and daily functioning of the Norlin East Desk.
- Schedule student employees for continuous coverage of services.
- Create and maintain policies and procedures documents for student employees.
- Manage student wages budget; complete biweekly payroll.
- Work closely with Libraries faculty and staff to ensure student employee success and ensure smooth library operations.
- Work closely with other Libraries student supervisors as vital to develop and provide consistent and seamless supervision practices; actively participate in Student Supervisor Community of Practice and other groups as necessary.
- In carrying out these functions, make independent decisions using good judgment, job knowledge, and job experience to determine the best course of action in a specific situation.
What You Should Know
- This position is in a hybrid work situation, with the majority of work being performed in person and the option to work remotely 1 day per week.
- All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.
What We Can Offer
The salary for this position is $44,000 - $45,250.
Benefits
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Statements
Be accomplished. Be groundbreaking. Be Boulder.
What We Require
- Three years of experience in an occupational field related to the work assigned to the position.
- Appropriate education will substitute for the required experience on a year-for-year basis.
- Must be a current Colorado resident.
What You Will Need
- Strong attention to detail.
- Outstanding dedication to customer service.
- Ability to cultivate and advocate for an environment of diversity, inclusion, and respect.
- Highly organized.
What We Would Like You To Have
- Experience handling difficult customer interactions.
- Experience with the circulation module of an Integrated Library System (ILS).
- Supervision experience.
Special Instructions
To apply, please submit the following materials:
- A current resume that includes date ranges and whether the position was full-time or part-time.
- A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
- DD-214 for veteran applicants.
- Qualified veterans are eligible for veteran’s preference points within the State classified system. If you are a veteran and would like to have your DD214 evaluated to determine your eligibility for preference points, please attach a copy of your DD214 to this posting. If you do not wish to upload a DD214, please email a copy to recruiting@colorado.edu or send via fax at 303-492-4693 and reference the job to which you are applying.
- If using the educational substitution for experience: proof of degree or transcripts.
We may request references at a later time.
Please apply by October 19, 2022 for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
Select here for additional information regarding Classified Staff positions: www.cu.edu/cu-careers/special-instructions-classified-staff-applicants
Posting Contact Information
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu
Benefits & Additional Compensation Info
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.