Full Time 40 hours Grade 000 Patron Services Responsibilities Position Summary The River Campus Libraries (RCL) is seeking a collaborative, creative leader to direct library customer service delivery. With the advantage of beautiful, redesigned spaces and open, friendly staff, RCL is ready to experiment, innovate, and transform its approach to serving students, faculty, and the community. We are seeking a library professional who strives to nurture a service environment that is open to a diverse range of patrons, and to create a welcoming, warm, and helpful front line for our libraries. This position has a dual role: heading up the Patron Services department in Rush Rhees Library, which includes overseeing Interlibrary Loan, Course Reserves, Q&i, and RCLâ™s Student Experience Liaison, and directing the work of the service desks across multiple physical locations. Projects that this role guides and oversees include: designing and deliving training for full-time and student staff, RCLâ™s social media presence, campus orientation activities, and RCLâ™s technology sandbox program. This role will explore innovations in service, including pop-up programming and web chat, in order to ensure top-notch, consistent service delivery across RCL. The Director of Service Strategies has many collaborators in this work, and significant scope for exploration and experimentation. This role reports to the Assistant Dean, Academic Engagement, and joins the dynamic and supportive Academic Engagement Team. Librarians with public library experience, and professionals ready to take the next step in their careers, are strongly encouraged to apply. Areas of Responsibility Leading Service Delivery: Designs and implements innovative and efficient customer service practices for RCL Q&i service points Supports, trains, and mentors library staff as they strive to meet our service goals Schedules and manages staff time across Q&i service points Partners with other library departments to assure effectiveness of library services and patron success Explores new ways to deliver service, making the best use of library space across RCL Lead and Supervise Patron Services: Supervises and supports three Library Section Supervisors and the Student Experience Liaison Provides vision, guidance, and mentorship to Patron Services staff Assessment and Planning: With support from the Director of Library Asssessment, assesses the effectiveness and impact of RCL patron services Explores and implements new ways to capture data about patron interactions Uses data on the use of library space to inform Q&i strategy and planning Miscellaneous Duties: Maintains currency with general library functions, resources, practices and procedures Participates in and contributes towards RCL and University committees, meetings, and events Contributes to the profession through active participation in conferences, associations, etc. Performs other duties as assigned Qualifications MLS from an ALA accredited library school Experience providing excellent customer service Self-starter who is flexible, creative, and open to new challenges Great interpersonal skills and abilities and comfortable working in a team environment Preferred Qualifications: Experience working in a public library (part-time and/or full-time) Experience leading people and projects Willingness and ability to learn new technologies and skills River Campus Libraries Requirements: Strong and demonstrated commitment to diversity Ability to work in a collaborative and team-oriented environment Demonstrated organizational skills in a broad range of situations Welcomes creative approaches and solutions that improve productivity and patron service. 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.