Access & User Services Associate

Stony Brook University•Town of Brookhaven, NY

About The Position

This position provides oversight of library locations during the library’s evening and weekend hours. They may be responsible for opening and/or closing library locations. The position provides service at assigned library locations, checks in/out library materials, and responds to inquiries in person, over the phone, and online. This position also assists with retrieval and shelving library materials and stacks maintenance. This position works closely with student employees and assists with supervising the student employees. The position also acts as a liaison between the evening/weekend staff and the daytime staff as well as with facilities and UPD to ensure clean, safe spaces for patrons. The incumbent must possess the ability to learn new software applications and learn new technology Assist in overseeing operations in assigned areas, including service desk coverage, student supervision and responding to patron inquiries evening and weekend operations. Coverage of the Library Services Desk including circulation of library materials, processing of resource sharing and reserve requests, and answering library user questions in person and by phone while referring more complex reference questions to Reference staff. Assist with all aspects of Circulation Services. Assist patrons at the public computers. Knowledge of Access Services policies. Maintain appropriate statistics using library services platform (LSP), gate counts, and other methods. May supervise a library aide. Assist with the supervision of student employees, including training, scheduling, assigning and reviewing tasks, coordinating with other staff on performance assessment and monitoring work-study balance. Assist with processing resource sharing requests, including assigning requests to appropriate queues and responding to questions about request status. Retrieving, scanning, and preparing material for delivery. Requires knowledge of resource sharing policies and ability to use specialized software such as Alma, ILLiad, course management system, and scanning software and tools. Respond to queries about library services and provide basic reference support at service desk, on phone, and online. Full working knowledge of the library services platform, including all functions in regard to patron files, processing of holds and receipt of library fine or fee payments, and knowledge of library resources. Facilitate the response to library maintenance issues and referral to proper personnel. Participates in and facilitates stacks maintenance and delivery operations for Access User Services. Under the direction of the Head of Access Services, coordinates and participates in the daily operations in support of stacks maintenance and delivery functions. Assigns and monitors the daily work of shelving and delivery. Establish procedures and train employees and student employees. Possess knowledge of stacks maintenance best practices and vision of delivery of services in Access & User Services. Maintain appropriate statistics regularly and meet benchmarks for area. Maints technical competency and skills through professional development opportunities. Participate in department and University-wide committees, events and professional organizations. Other duties or projects as assigned as appropriate to rank and departmental mission.

Requirements

Bachelor's Degree (foreign equivalent or higher).
Experience working with word processing, spreadsheet management, electronic messaging and internet applications, e.g., Microsoft Word, Excel, PowerPoint, Google Apps.
Strong customer service experience in a related customer-focused field (hospitality, education support).

Nice To Haves

Experience in a library (academic or public).
Experience with integrated library system or library services platform (like Sierra or Alma).

Responsibilities

Overseeing operations in assigned areas, including service desk coverage, student supervision and responding to patron inquiries evening and weekend operations.
Coverage of the Library Services Desk including circulation of library materials, processing of resource sharing and reserve requests, and answering library user questions in person and by phone while referring more complex reference questions to Reference staff.
Assist with all aspects of Circulation Services.
Assist patrons at the public computers.
Maintain appropriate statistics using library services platform (LSP), gate counts, and other methods.
Assist with the supervision of student employees, including training, scheduling, assigning and reviewing tasks, coordinating with other staff on performance assessment and monitoring work-study balance.
Assist with processing resource sharing requests, including assigning requests to appropriate queues and responding to questions about request status.
Retrieving, scanning, and preparing material for delivery.
Respond to queries about library services and provide basic reference support at service desk, on phone, and online.
Facilitate the response to library maintenance issues and referral to proper personnel.
Participates in and facilitates stacks maintenance and delivery operations for Access User Services.
Assigns and monitors the daily work of shelving and delivery.
Establish procedures and train employees and student employees.
Maintain appropriate statistics regularly and meet benchmarks for area.
Maintain technical competency and skills through professional development opportunities.
Participate in department and University-wide committees, events and professional organizations.
Other duties or projects as assigned as appropriate to rank and departmental mission.