Circulation Associate

Smith College•College Place, WA

1d•Onsite

About The Position

The Library Circulation Associate serves as a frontline representative of the library, delivering outstanding customer service and support at the service desks. This role primarily involves assisting users with all circulation activities, answering inquiries, and facilitating access to library services and spaces. Additionally, the associate is responsible for supporting course reserves, managing library facilities and space usage, as well as handling security and emergency incidents during assigned shifts. Hiring, training, scheduling, and supervising student employees is also a key responsibility of this position. Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Requirements

Associate's Degree
1 to 5 years experience in customer service / direct support
Demonstrated exceptional customer service, including creative problem-solving and a commitment to equitable access
Computer skills and ability to learn and apply new technologies
Attention to detail and organizational skills
Ability to independently manage multiple priorities and tasks
Ability to work closely and problem-solve with colleagues from all library departments, students, faculty, and staff

Nice To Haves

Bachelor's Degree
5 or more years experience in libraries
Library system (e.g. FOLIO)
Supervisory experience

Responsibilities

Staff the service desks
Provide direct, high-quality service to patrons at the service desks: Welcome users, maintain borrower accounts, explain policies, and make referrals to other library or campus departments as appropriate
Perform all circulation activities (checking in and out library materials, assisting patrons with locating library materials, etc.)
Answer general inquiries about library services, policies, hours, and collections in person, by phone, and electronically and correctly refer the questions as appropriate
Open and close the library
Identify, report, and document facility and security issues working with appropriate departments as needed
Resolve patron disputes when possible or refer patrons to the appropriate staff
May be required to substitute evenings and weekends
Provide backup support at Hillyer and Josten libraries to meet departmental needs
Perform other duties as assigned in support of the library’s mission and user experience
Promote a welcoming, inclusive environment by responding to patron needs with patience, empathy, and efficiency.
Support day-to-day space management, including enforcing policies related to noise and room usage
Serve as first point of contact during incidents or emergencies; follow established procedures to ensure patron safety and coordinate with campus safety as needed
Assist in the hiring, training, scheduling, and day-to-day supervision of student workers
Provide on-the-job support and guidance to student employees and staff to ensure quality service and workflow continuity
Plan and provide student employee orientation and ongoing training sessions
Provide backup staffing when student employees are not available
Process course reserve requests in coordination with faculty and other library departments
Ensure timely availability and accuracy of physical and electronic course materials
Collaborate regularly with reserves staff to establish and update departmental workflows for reserve processing
Monitor and respond to messages in the reserves email account
Communicate with faculty and department coordinators for clarification, copyright and other issues
Outside of peak reserve processing season, provide support to other library departmental needs