Job Description
Purpose of Position:
Provides high quality customer service at the front-line Access Services desk, which is the primary service point for students, faculty, staff, and community library patrons. Position schedule is Tuesday-Saturday, 9am-5pm. Responsible for patron account upkeep, including serving as the primary point of contact for lost/overdue items and fine management.
Manages functions related to the library’s physical monographic and audiovisual collections currently spread throughout four floors of the building. This includes timely re-shelving of materials, proactive space planning for collections, and overseeing daily inventory and hold requests. As part of the Access Services department, this position will be responsible for coordinating and reporting on departmental statistics for key functions including but not limited to Interlibrary Loan, patron counts, and circulation numbers.
Primary Responsibilities:
- Provides 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.
- Responsible for maintaining the library’s physical monographic and audiovisual collection. This includes timely pulling of requested holds, re-shelving of materials, proactive space planning for collections, and overseeing daily inventory. Responsible for developing documentation used for training and responsible for problem solving with regards to RFID tags, labels, and corresponding catalog entries. Recommends and executes implementation and assessment plans for physical growth and shifting of the collection.
- Maintains departmental statistics, communicating with student workers and Access Services staff and faculty members to develop workflows for collecting and managing reporting items. Serves as point person within Access Services department for all statistics and reporting inquiries.
- Verifies overdue and/or lost items from patron accounts; contacts patrons to facilitate the collection of fees or materials; serves as point of contact to collect payments and process overdue materials; updates patron records to remove long overdue items that have been returned or paid; deletes patron records in accordance with policies; recommends guidelines and processes for timely results and a positive customer experience; generates reports related to patron accounts.
- Maintains print serials, including reviewing, claiming, cancelling and processing of materials, and shelving in a timely manner.
- Performs other duties as assigned, including serving on library and university committees, groups, and teams, as appropriate.
Qualifications:
Required:
- Bachelor’s degree in business, library science, information science, or a related discipline.
- 1 year minimum amount of total related work experience
- 2 years of experience in customer service.
Preferred:
- 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 collect and manage statistics and data using basic software and programs such as MS Teams and Excel
- 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.