Job Description
Purpose of Position:
As a key member of the Access Services Department at the W. Frank Steely Library, the Reserves Specialist provides high quality customer service at the front-line Access Services desk primarily during night and weekend hours. During those times, the Reserves Specialist is responsible for ensuring student employees remain engaged in relevant work based on the direction of the Head of Access Services and the Customer Experience Specialist, who serves as the primary student supervisor. This position is responsible for building security during those shifts and will manage the library’s robust reserves collection, which includes print electronic materials, technology and artifacts. The Reserves Specialist will also develop workflow processes, communicate with faculty, and conduct data analysis and reporting. This position will process routine interlibrary loan requests, an essential resource delivery service that provides print and digital information to all students, faculty, and staff.
Primary Responsibilities:
Essential Duties & Responsibilities:
- Serves as night and weekend supervisor providing high-quality customer service at the front-line Access Services desk by keeping up to date on library policies, procedures, services, collections, technologies, facilities, and initiatives. Oversees student employees during evening and weekend hours and is responsible for building security during those shifts.
- Responsible for maintaining the library’s reserve collection. This includes timely processing of items for reserves, including print, electronic, technology, and artifacts. Also includes checking copyright, overseeing inventory, and communicating with faculty placing on or removing items from reserve. Responsible for developing documentation used for training and responsible for problem solving with regards labels and corresponding catalog entries. Recommends improvements to workflow, promoting the service, space considerations, and collection assessment and reporting in alignment with trends and software developments.
- Processes interlibrary loan requests using appropriate software; communicates with vendors, lending libraries, borrowing libraries, and customers in a timely and respectful manner via telephone, email, and in-person.
- Performs other duties as assigned, including serving on library and university committees, groups, and teams, as appropriate.
Qualifications:
Education & Experience:
• Bachelor’s degree in business, library science, or a related discipline
• 2 years of experience in customer service
Skills & Abilities:
• Understanding of copyright.
• Understanding of, and passion for, improving user experience in a busy service environment.
• Ability to do basic troubleshooting of ILL software and IT equipment, including network printers, photocopiers, scanners, etc.
• Ability to handle routine financial transactions.
• Ability to analyze problems, and make independent decisions in a dynamic, iterative environment.
• Demonstrated ability to create a work environment that promotes teamwork, diversity, equality, and inclusiveness.
• Excellent verbal and written communication skills.