Downtown Library Access Services Manager - Libraries

West Virginia University • West Virginia, WV

9d • Onsite

About The Position

The WVU Libraries is currently accepting applications for an Access Services Manager for the Downtown Library. This position will manage the Access Services operations at the Downtown Library, ensuring knowledgeable and effective customer service. Train, manage, evaluate, and supervise four Access Services staff. Identify opportunities to enhance access services offerings and implement innovative solutions to improve patron satisfaction and library service effectiveness.

Requirements

• Bachelor’s degree. Relevant library or closely related work experience may be substituted for the required education.
• A minimum of two (2) years of experience involving: Library or closely related work
• A minimum of two (2) years of experience involving: Public/customer service
• A minimum of three (3) years of supervisory experience.
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.
• A strong public service attitude and strong interpersonal skills to interact with colleagues in the WVU Libraries, the university and partner libraries.
• Demonstrated knowledge of academic library operations; has general knowledge of the Library of Congress classification system, electronic catalogs, and others.
• Excellent oral and written communication skills.
• Ability to operate and maintain basic office and library equipment such as Microsoft Office and email software.
• Ability to learn and utilize circulations and research programs such as WMS Circulation, WorldCat Discovery, EBSCO EDS, Microsoft Office products and Confluence.
• Ability to learn WMS Circulation Configuration.

Responsibilities

• Manage the Access Services department at the Downtown Library, including hiring and direct supervision of four full-time staff.
• Approves leave and timecards, conducts annual staff evaluations; identify areas of development and manages staff performance.
• Guide staff performance to ensure fulfillment of library strategic initiatives.
• Model exemplary customer services to ensure desired behaviors in staff.
• Supervise staff and students at the seven days per week service desk operation to ensure positive customer interactions.
• Oversee the department scheduling of online assistance to users via the LibChat service.
• Familiar with the WMS Circulation Configuration setup and policies.
• Run statistical reports in WMS.
• Answer email referrals from librarians via LibAnswers.
• Reply to departmental emails.
• Evaluate existing services, systems, and staff assignments and make recommendations for changes to increase efficiency or provide new services.
• Train and manage staff and oversee student employees to ensure they understand all aspects of the libraries to handle questions that come from users, whether they are research, directional, or technology oriented.
• Ensure staff and student employees working at the desk understand and are prepared to assist with any of these issues and that questions are answered correctly or referred to librarians when needed.
• Address and rectify mistakes quickly.
• When desk coverage is short due to absences, find a replacement or fill in.
• This position may work outside of standard business hours and assumes responsibility for overseeing operations, including overseeing all Access Services and resource sharing transactions during these hours.
• The incumbent is also in charge of ensuring user safety and building safety and maintenance during those same hours.
• May be responsible for closing the library.
• May be assigned to shifts at the Downtown Access Services Desk.
• Respond to user questions, assisting with basic reference questions and/or questions about databases, searching, and/or finding materials.
• Has a good understanding of library policies to answer questions that may arise.
• Provide customer service and respond to user inquiries using a thorough knowledge of the WMS system, including all types of circulation transactions in WMS; charging, discharging, and renewing materials; assisting users in locating and/ or requesting materials, questions regarding fines and bills, etc.; creating or editing user records; issuing Friend of the Library cards; etc.
• User inquiries outside the expertise of Access Services, the incumbent will refer the user to the appropriate library university department, or the proper help desk.
• When scheduled, respond promptly and courteously to directional inquiries via LibChat, providing accurate and helpful guidance to patrons seeking information on navigating the library's physical spaces, resources, and services.
• Provide customer service and respond to user inquiries using a strong understanding of ILLiad and may include charging, discharging, and renewing borrowed materials in ILLiad; an understanding of ILL policies.
• Provide service and respond to technology questions at the desk through a strong understanding of computer or printing software used and/or supplied by the library.
• These might include, but are not limited to, questions about or assistance needed with assistive technology, public printing, microfilm machines, logging into computers, circulating technology and A/V, and study room reservations.
• Manage and assist with the poster printing process based on user specifications.
• Supervise all student employees working during desk shifts.
• This involves supervising student assignments and ensuring the work of the department done by students is timely and accurate.
• Maintain written procedures on Confluence and ensure that staff update procedures and policies as needed.
• On occasion, may be assigned to any WVU Library Morgantown Campus access service desk to provide emergency coverage.
• Engage in professional development / research related to the individual’s assignment and/or the needs of the Libraries and the University.
• Participate in appropriate committees and task forces.
• Other duties as assigned.

Benefits

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6%25 employee contribution match, eligibility to continue health insurance, and other retiree perks.
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager