User Services Specialist

Title: User Services Specialist

Department: Library and Scholarship Technology

Duration: Indefinite

Job Summary

Reporting to the Assistant Director of Collections, Systems & Services (ADCSS), the User Services Specialist (USS) provides excellent public services to library patrons, both in-person at the central Information Desk, and virtually. The USS manages the second shift at the Information Desk during semesters. S/he supervises student assistants and engages in their recruitment, training, retention, and evaluation. The USS assists the ADCSS in expanding the tech lending program and managing the day-to-day operations of the Critical Making Studio. The incumbent supports the ADCSS with operating and managing the Academic Commons building and facilities and engages in renovation and improvement projects. The USS also engages in a range of resource-sharing, communications, and assessment activities.

Job Duties

• Furthers the College’s and Library’s deep commitment to Equity and Justice by helping to create a welcoming, inviting, and inclusive environment for all users of the Library.
• Provides excellent customer service to students, faculty, staff, and guests at the central Information Desk.
• Assists with developing policies, procedures, and best practices aimed at providing excellent user experience.
Manages the “Second Shift'' at the central Information Desk during semesters, from 4:00pm
• - 12:30am, Mon-Thur, and 2:00pm – 10:30pm, Fridays. Shares management responsibilities for the desk with the “First Shift'' supervisor during intersessions, typically working from 9:00am to 5:00pm, Mon-Fri, from mid-May until late August, and from mid-December to late January.
• Supervises student assistants; engages in recruitment, training, scheduling, retention, and performance evaluations.
• Ensures student assistant coverage in the Critical Making Studio during its open hours.
• Maintains the equipment for both the Tech Lending program and the Critical Making Studio.
• Manages circulation of books, journals, media, technology, and other loanable items, including staff supported and self-service check in/check-out; replacements, and patron accounts.Performs analog collections management and stacks maintenance, including reshelving. Engages in inventory control and collection shifting, when needed.
• Ensures that facilities, technology, and equipment in the Academic Commons are in good working order. Communicates with Information Technology Services, Custodial Services, Facilities, and Campus Safety, when needed. Serves as one of the main points of contact in the Academic Commons for those departments, especially during second shift hours.
• Serves as a member of Library committees.
• Gathers usage statistics for assessment and reporting and assists the ADCSS with evaluation of resources and services.

Minimum Qualifications

• BA or BS and two years of employment in an academic library
• Demonstrated commitment to the College’s and Library’s principles of Diversity, Equity, Inclusivity, and Justice in delivering excellent user services
• Energetic and strongly outward-facing approach to providing public services
• Excellent online searching skills
• Working knowledge of discovery and integrated library systems, such as Ex Libris’ Alma/Primo or equivalent
• Familiarity with navigating academic library web sites and catalogs
• Supervisory experience with student assistants
• Excellent spoken, listening, and written communication skills
• Ability to work well with students, faculty, staff, and guests
• Ability to multitask, prioritize, solve problems, refer when necessary, and remain calm under pressure in a busy work environment
• Strong organizational skills, attention to detail, and the ability to learn and contribute to operational workflows, policies, procedures, and best practices
• Ability to work independently and without close direction in a team environment

Preferred Qualifications

• Familiarity with academic library access services, especially circulation and course reserves
• Experience with troubleshooting technical issues

EXPECTED HIRING RANGE: $46,900 - $48,500/yr

If you are offered this position at Occidental College, your final base salary compensation will be determined based on factors such as skills, education, experience, and/or geographic location. In addition to those factors, Occidental complies with applicable pay equity laws and considers internal equity among current employees when developing the final offer. Please keep in mind that the range mentioned above is the base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package.