Classification Title:

Library Assistant 3

Classification Minimum Requirements:

High School diploma or equivalent and three years of library or relevant experience; or an Associate’s degree and one year of relevant experience; or any equivalent combination of experience, training, and/or education.

Job Description:

The User Relations Specialist is a key part of the front desk team, making sure library visitors have a smooth and positive experience. This position is responsible for helping library users with their accounts, including setting them up and answering questions about charges or borrowing problems; works with others to solve issues related to borrowing, returning, or finding materials; is at the Circulation Desk daily, providing friendly, reliable support to students, faculty, and visitors; helps improve library policies and keep helpful information up to date; and uses good judgment, patience, and accuracy when handling questions or concerns from library users. The User Relations Specialist works closely with the User Services Manager.

RESPONSIBILITIES

User Accounts & Financial Reporting Coordination

Supports the User Services Manager by identifying and resolving circulation issues and coordinating responses to user-submitted problem reports. Communicates with library users to clarify policies, address disputes, and ensure timely resolution of account and borrowing issues. Manages borrower privileges for various user groups, including faculty, students, affiliates, and proxies; maintains related records and updates. Investigates overdue and disputed items, processes fines and charge reversals, and works with the University Bursar for billing matters. Maintains accurate records, assists with circulation manual updates, and collaborates on resolving tech item disputes and fees. User Engagement and Communications Helps identify and resolve borrowing and fulfillment issues at Library West and across the library system; supports policy improvements and documentation. Manages circulation-related emails and inquiries, prioritizing and forwarding questions to the appropriate staff both at the branch and Libraries-wide. Reviews and improves communication strategies by monitoring outgoing messages, notices, and public-facing policies related to circulation. Sends routine account notices, such as overdue reminders and special borrower account expirations. Tracks and reports on fulfillment activity, including problem reports, billing issues, and account management; coordinates with the Collections Manager on damaged items.

Public Services

Provides front desk support by assisting users with checkouts, returns, account updates, policy questions, and creating guest researcher accounts. Offers basic research help, refers users to librarians, and assists with locating and using library resources and materials. Supports users with library technology and helps troubleshoot equipment or facility issues by submitting service requests. Maintains up-to-date knowledge of circulation policies and helps train and oversee student assistants during assigned shifts. Enforces library policies, monitors user behavior, and keeps supervisors informed of any notable incidents or events.

Other Duties and Expectations

Participates in other branch and library activities. Contributes to documentation of unit and departmental policies and procedures. Serves on committees, as appointed. Participates in staff development opportunities Other duties as assigned  

 

Expected Salary:

$17.23 minimum hourly rate; The Smathers Libraries offer a salary commensurate with experience and credentials. 

Required Qualifications:

High School diploma or equivalent and three years of library or relevant experience; or an Associate’s degree and one year of relevant experience; or any equivalent combination of experience, training, and/or education.

Preferred:

 

Commitment to contributing to a respectful and caring community for all. Customer service experience in a high traffic, public context. Detail-oriented and able to check own work for accuracy. Strong oral and written communication skills and ability to transfer and communicate information in a variety of accessible methods. Strong multitasking skills, ability to plan and organize work effectively, and to assign priorities to tasks. Excellent computer skills, including experience with Microsoft software and MS Teams or similar collaborative or productivity applications; familiarity with integrated library systems, such as Alma. Flexibility and ability to adapt and work in a rapidly changing environment, commitment to continual professional development. Evidence of excellent interpersonal skills including oral and written communication. Ability to work both independently and collaboratively to accomplish goals. Skilled at fostering teamwork among others and the ability to interact and collaborate effectively with colleagues and library users to accomplish goals. Special Instructions to Applicants:

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position is eligible for Veteran’s preference. If you are claiming Veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Health Assessment Required: No