Job Description

Classification Title:

Library Assistant 3

Classification Minimum 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.

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
•  

Expected Salary:

$17.23 minimum hourly rate; The Smathers Libraries offer a salary commensurate with experience and credentials. 

Required Qualifications:

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.

Preferred:

• • 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.

Special Instructions to Applicants:

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position is eligible for Veteran’s preference. If you are claiming Veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Health Assessment Required:No

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