Full Time 40 hours Grade 008 Patron Services Responsibilities Position Summary: This position is patron-focused and will provide broad support for the Patron Services department. The successful candidate will demonstrate a commitment to the River Campus Libraries Service Philosophy and Strategic Objectives and have outstanding customer service skills, which will be brought to bear in staffing Q&i locations both physical and virtual as well as in processing and fulfilling Course Reserve requests; Interlibrary Loan borrowing, lending, and document delivery requests. Q&i support includes transactional circulation duties as well as basic reference and IT support. User engagement will include providing referrals to RCL Outreach Librarians. Candidate must be able to work well individually and as part of a team in a fast-paced, ever-changing environment. Must communicate effectively across media in order to ensure positive results with a variety of staff members and patrons. Schedule includes some evenings and weekends. Responsibilities: Q&i support Staff Q&i desks, answer phone calls, etc. Model outstanding customer service in providing front line assistance with physical resources, Course Reserves, Interlibrary Loan materials, digital content, etc. Communicate RCL policies and practices to patrons, process fine payments, etc. Effectively use and provide support for computer workstations, printers, copiers and scanners Other patron service Monitor virtual service points including live chat and relevant email boxes Provide on-the-spot assistance for patrons as needed Assist users with Blackboard navigation and class information Course Reserves support Process and make available Course Reserve materials using Blackboard learning management system Consult with faculty and teaching assistants to understand Course Reserve needs Interlibrary Loan support Search, identify, and provide location information for Interlibrary Loan requests requiring manual processing Provide successful updated information for requests once searched and located Miscellaneous duties Keep abreast of changing internal and external professional/educational environments as they relate to Patron Services, Q&i operations and Interlibrary Loan Participate in River Campus Libraries meetings and serve on committees as needed Other duties as assigned Qualifications: Two years of post-high school education and 3-4 years of work experience required or an equivalent combination of education and experience.Relevant college degree preferred and may substitute for the above. Ability to follow established procedures and perform work requiring considerable attention to detail User-focused and committed to service excellence for all users Outstanding customer service skills; relevant experience a plus Strong analytical skills, with ability to plan and organize work so that all tasks are performed efficiently Excellent verbal and written communication skills Ability to learn and effectively use library-related software programs and online services Demonstrated success in working with clients and colleagues Self-starter who is comfortable with ambiguity Demonstrated commitment to workplace harmony Proficiency in the use of Microsoft Office Suite Willingness to learn about emerging trends in learning resources, academic support services, library technologies, and assessment Commitment to diversity The University and the Library The University of Rochester Libraries belongs to the Association of Research Libraries and has collections of more than three million volumes and more than 44,000 active serial titles. The River Campus Libraries, the largest of three library systems at the University of Rochester, is embarking upon a new strategic plan making this a very exciting time to join our organization and the University of Rochester. This provides a unique opportunity for incumbents to implement the strategies to achieve the Libraries vision of becoming a collaborative hub of innovation in support of the Schools we support. For more information on the University and the Libraries, please consult our website: www.library.rochester.edu The University of Rochester is the sixth largest private employer in New York State and one of the nation's leading private universities with just over 5,600 undergraduate and over 4,600 full and part-time graduate students on the River Campus. Located in Rochester, New York, the University gives students exceptional opportunities for interdisciplinary study and close collaboration with faculty through its unique cluster-based curriculum. Among the 100 largest metropolitan regions in the country, Greater Rochester has earned a reputation as one of the most livable communities in the nation. Located on the southern shore of Lake Ontario and gateway to the scenic Finger Lakes, Rochester offers its 1.1 million residents the amenities of a metropolitan area with a quality of life not available in many urban regions. Rochester is recognized as one of the most affordable housing markets in the country. Several high schools in the metropolitan area have been consistently listed by Newsweek as among the best in the country. The metropolitan area boasts 20,000 acres of parkland and offers year-round recreational opportunities for those who like to be outdoors in all seasons. In addition to hosting past PGA and Ryder cup tournaments and the LPGA tour, Rochester is also home to top-level minor league baseball, hockey, soccer, and lacrosse teams. For more information about living in Rochester, see Visit Rochester Please ALSO send letter of application, resume, and the names, addresses and phone numbers of three references to: Kelley Kitrinos Rush Rhees Library University of Rochester Rochester, NY 14627 RCLHR@library.rochester.edu The University of Rochester is an Equal Opportunity Employer: EOE Minorities / Females / Protected Veterans / Disabled
The University of Rochester is one of the country's top-tier research universities. Our 158 buildings house more than 200 academic majors, more than 2,000 faculty and instructional staff, and some 11,100 students.
Learning at the University of Rochester is also on a very personal scale. Rochester remains one of the smallest and most collegiate among top research universities, with smaller classes, a low 10:1 student to teacher ratio, and increased interactions with faculty.