Library Assistant 3 - User Services Assistant

University of Florida•Gainesville, FL

1d•Onsite

About The Position

As the main public services unit of Library West, the mission of the User & Access Services Unit is to provide welcoming, responsive access to the information, resources, spaces and learning opportunities available to the UF community. Working under the supervision of the User Services Manager, this position performs various library circulation duties including but not limited to checking in/out library materials and assisting library patrons to resolve routine to moderately complex service issues. Responsibilities include ensuring the security and safety of library facilities through performing opening and closing procedures, building rounds, and coordination with campus departments. This position provides functional lead direction to student assistants, ensuring efficient, accurate, and customer-focused library operations. The User Services Assistant contributes to consistent service delivery, thoughtful problem-solving, and continuous improvement of services and workflows while ensuring adherence to established policies and procedures. The position balances direct public service with operational and project-based responsibilities that support daily branch operations and advance unit and departmental goals. In addition to core User Services responsibilities, this position manages patron account and materials-related issues that require independent judgment, clear communication, and coordination with supervisors and partner units. Duties include resolving cases involving damaged, missing, or claimed-returned items; reviewing charges, refunds, and special loan requests; and processing library privilege applications. The role also maintains circulation desk files and supplies, monitors studios and public spaces, and conducts regular building walkthroughs to ensure policy compliance, functionality, and readiness for use. The regular Fall/Spring schedule for this position is Monday through Friday, 8:00am - 5:00pm. To support all students, employees, and the greater community, the Libraries are actively seeking candidates who demonstrate flexibility, professionalism, and respect for a variety of ideas, personalities, and work styles, while valuing the strengths and contributions of all team members.

Requirements

High School diploma or equivalent and three years of library, or relevant experience; or an Associate’s degree and one year of relevant experience; or any equivalent combination of experience, training and/or education.
Demonstrated customer service experience in a high-traffic, public-facing environment.
Strong attention to detail with the ability to verify one’s own work for accuracy.
Excellent oral and written communication skills, with the ability to convey information clearly and through a variety of accessible formats.
Proven ability to multitask, plan, and organize work effectively, including prioritizing tasks to meet deadlines.
Proficiency with computer applications, including Microsoft Office and MS Teams or comparable productivity tools; familiarity with integrated library systems (ILS), such as Alma.
Flexibility and adaptability in a fast-paced, rapidly changing work environment.
Commitment to ongoing professional growth and development.
Ability to work both independently and collaboratively to achieve shared goals.
Commitment to contributing to a respectful and caring community for all.
Skilled at fostering teamwork among others and the ability to interact and collaborate effectively with colleagues and library users.

Responsibilities

Assisting patrons in person, via email, and over the phone with checkouts, returns, renewals; basic research help; referrals to librarians; and locating and using library resources and materials.
Inspects materials at checkout and upon return for damage, missing parts, or irregularities and reports issues as needed.
Cleans, organizes, and maintains the circulation and public service workspaces.
Maintains up-to-date knowledge of library circulation, access, and user policies and communicates them clearly to patrons.
Creates guest computer access accounts; processes Community Borrower payments.
Serves as a core member of the main public services unit at Library West.
Collaborates with team members for projects that improve engagement with the university community.
Manages and updates documentation within the Library West User Services Unit as needed.
Participates in unit meetings, trainings, and ongoing professional development.
Oversees student assistants during assigned circulation shifts; provides training and guidance as applicable.
Informs supervisors of notable incidents, user concerns, or building issues; submits tickets, reports, or incident documentation as required.
Participates in internal task forces to improve workplace policies and workflows.
Monitors the library environment and responds to noise, behavior, or safety concerns following established procedures.
Works with patrons and security to address building issues.
Enforces library and computer use policies.
Provides basic support to patrons with library technology, equipment, and software; troubleshoots issues and escalates when necessary.
Documents and responds to problems (i.e. flooding, computer issues, etc.) by submitting online services requests or by contacting campus emergency services (i.e. flooding) for issues requiring immediate attention.
Communicates with patrons regarding damaged or missing items, late or non-returned materials, and special loan requests, including extended technology loans and out-of-library game loans.
Conducts searches for claimed-returned items, respond to patron inquiries, and coordinates timelines for follow-up searches as needed.
Reviews patron-damaged items by updating item records, determining appropriate disposition (reshelving, conservation, or withdrawal), and communicating billing recommendations to the User Services Manager.
Reviews and responds to patron refund requests by removing charges when appropriate or forwarding cases to the User Services Manager for determination.
Processes returned lost items by removing or adjusting associated charges in accordance with established procedures.
Trains Disability Resource Center staff on the use of LibCal for proctoring booth reservations and provides related procedural support.
Responds to requests for use of the Accessibility Studio by submitting Grover requests for Lenel access and confirming completion with DRC staff and users.
Processes applications for library privileges and coordinates the pickup and distribution of account cards.
Reviews proctoring booth reservations to ensure policy compliance and communicates with patrons as needed.
Delivers branch mail to designated individuals and units in a timely and organized manner.
Reviews temporary holds shelves and removes items as appropriate in accordance with established procedures.
Conducts weekly checks and maintenance of circulation desk files to ensure accuracy and organization.
Perform daily checks and restocking of circulation desk supplies and patron handouts to support uninterrupted service.
Conducts routine building walkthroughs to assess the functionality, cleanliness, and readiness of specialized spaces, including the Accessibility Studio, One Button Studio, Microfilm Studio, and assigned instructional rooms.
Conducts routine walkthroughs of public service areas, including study rooms, proctoring booths, and media carrels, to ensure spaces are functional, clean, and ready for use; report issues as needed.
Serves on committees, as appointed.
Participates in branch meetings and trainings.
Other duties as assigned.