Full Time 40 hours Grade 008 Patron Services Responsibilities Position Summary: This position will provide broad support for the Patron Services department. The successful candidate will demonstrate a commitment to and experience in providing outstanding customer service in a bustling environment. A willingness to engage actively in a dynamic, technology-rich working environment is fundamental. Candidate must be able to work well in a team environment, communicating effectively with all staff members and patrons. Schedule includes some evenings and weekends. Responsibilities: Q&i Support Model outstanding customer service in providing front line assistance with physical resources, reserves, Interlibrary Loan materials, digital content, etc. Staff Q&i desks, answer phone calls, and monitor virtual service points including live chat Answer questions and solve problems related to RCL resources and operations as well as the teaching and learning missions of the University of Rochester Assist users with Blackboard navigation and class information Effectively use and provide support for library and personal technologies Interlibrary Loan Lending Processes Interlibrary Loan lending requests Identifies and retrieves RCL resources to fulfill requests, including physical resources from Rush Rhees stacks and other campus library locations as well as digital resources including databases, eBooks, etc. Organizes and delegates appropriate support work for student staff Reserves Processing and Support Process and make available course reserve materials using Blackboard learning management system Consult with faculty and teaching assistants to understand course reserve needs 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 opportunity arises 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. Prefer Bachelorâ™s degree and 2-3 years customer service experience, or an equivalent combination of education and experience. Ability to follow established procedures and perform work requiring considerable attention to detail Outstanding verbal and written communication and customer service skills Demonstrated success in working as a member of a team Self-starter who is comfortable with ambiguity Embraces positivity, forward thinking, and ongoing education Demonstrated commitment to workplace harmony Proficiency in the use of Microsoft Office Suite Knowledge of emerging trends in service and technologies Commitment to diversity Please apply online and ALSO send letter of application, resume, and the names, addresses and phone numbers of three references to: Kelley Kitrinos â“ RCL Human Resources Manager 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.