| Job Description: |
The User Relations Specialist is a key part of the front desk team, making sure library visitors have a smooth and positive experience. This position is responsible for helping library users with their accounts, including setting them up and answering questions about charges or borrowing problems; works with others to solve issues related to borrowing, returning, or finding materials; is at the Circulation Desk daily, providing friendly, reliable support to students, faculty, and visitors; helps improve library policies and keep helpful information up to date; and uses good judgment, patience, and accuracy when handling questions or concerns from library users. The User Relations Specialist works closely with the User Services Manager.
RESPONSIBILITIES
User Accounts & Financial Reporting Coordination
- Supports the User Services Manager by identifying and resolving circulation issues and coordinating responses to user-submitted problem reports.
- Communicates with library users to clarify policies, address disputes, and ensure timely resolution of account and borrowing issues.
- Manages borrower privileges for various user groups, including faculty, students, affiliates, and proxies; maintains related records and updates.
- Investigates overdue and disputed items, processes fines and charge reversals, and works with the University Bursar for billing matters.
- Maintains accurate records, assists with circulation manual updates, and collaborates on resolving tech item disputes and fees.
User Engagement and Communications
- Helps identify and resolve borrowing and fulfillment issues at Library West and across the library system; supports policy improvements and documentation.
- Manages circulation-related emails and inquiries, prioritizing and forwarding questions to the appropriate staff both at the branch and Libraries-wide.
- Reviews and improves communication strategies by monitoring outgoing messages, notices, and public-facing policies related to circulation.
- Sends routine account notices, such as overdue reminders and special borrower account expirations.
- Tracks and reports on fulfillment activity, including problem reports, billing issues, and account management; coordinates with the Collections Manager on damaged items.
Public Services
- Provides front desk support by assisting users with checkouts, returns, account updates, policy questions, and creating guest researcher accounts.
- Offers basic research help, refers users to librarians, and assists with locating and using library resources and materials.
- Supports users with library technology and helps troubleshoot equipment or facility issues by submitting service requests.
- Maintains up-to-date knowledge of circulation policies and helps train and oversee student assistants during assigned shifts.
- Enforces library policies, monitors user behavior, and keeps supervisors informed of any notable incidents or events.
Other Duties and Expectations
- Participates in other branch and library activities.
- Contributes to documentation of unit and departmental policies and procedures.
- Serves on committees, as appointed.
- Participates in staff development opportunities
- Other duties as assigned
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| Preferred: |
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- Commitment to contributing to a respectful and caring community for all.
- Customer service experience in a high traffic, public context.
- Detail-oriented and able to check own work for accuracy.
- Strong oral and written communication skills and ability to transfer and communicate information in a variety of accessible methods.
- Strong multitasking skills, ability to plan and organize work effectively, and to assign priorities to tasks.
- Excellent computer skills, including experience with Microsoft software and MS Teams or similar collaborative or productivity applications; familiarity with integrated library systems, such as Alma.
- Flexibility and ability to adapt and work in a rapidly changing environment, commitment to continual professional development.
- Evidence of excellent interpersonal skills including oral and written communication.
- Ability to work both independently and collaboratively to accomplish goals.
- Skilled at fostering teamwork among others and the ability to interact and collaborate effectively with colleagues and library users to accomplish goals.
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