User Services Library Specialist

The salary range advertised is the designated recruitment range for this classification. Final salary offers will be determined by the candidate’s education, relevant experience, internal equity alignment, and departmental budgetary parameters.

• Serve as the primary point of contact for user account business operations, including fines, fees, replacement charges, payments, debt adjustments, exit clearances, lost-item processing, and related account issues.
• Independently resolves and communicates complex user account and financial operations issues, and advises other staff on how to resolve issues.
• Monitors the maintenance of accurate user account and financial records and serve as User Services’ liaison to TLLS Administration, Student Accounts, and other business units for billing, payment reconciliation, collections, and other patron account transactions.
• Support Alma Fulfillment operations through coordinating with Associate Director for User Services & Outreach on configuration maintenance, testing, troubleshooting, documentation, data cleanup, batch processing, workflow assessment, and implementation of service improvements.
• Create and update procedures, documentation, training materials, and job aids related to financial and business operations, patron account management, and Alma Fulfillment operations.
• In coordination with the Associate Director for User Services & Outreach, coordinate and deliver training for library staff and librarians on Library Help Desk services, patron account procedures, and Alma Fulfillment workflows.
• Assist users with circulation and access services functions, including borrowing, returns, holds, recalls, patron accounts, and independent resolution of circulation-related issues.
• Provide frontline research and reference assistance at the Library Help Desk by conducting reference interviews and helping users discover, access, and use library resources, collections, catalogs, databases, web services, and discovery tools.
• Instruct users in basic research strategies, catalog searching, use of subject guides, and selection of appropriate information resources at the Library Help Desk; refer advanced research needs to liaison librarians and other campus resources as appropriate.
• Maintain knowledge of library collections, services, policies, and resource locations to effectively assist users with accessing materials and services.
• Participate in the supervision, training, and daily direction of student employees working in User Services in the absence of Student Supervisor.
• Maintain proficiency with library technologies and university-supported communication and productivity tools.
• Stay current with trends, developments, and best practices in library services through professional development and required training.
• Collaborate with User Services staff, library staff/faculty, and university partners to support library operations, service improvements, committee work, and initiatives that advance the library’s mission.

• Demonstrated ability to provide excellent customer services to a diverse population
• Demonstrated ability to work reliability and effectively as part of a service team
• Demonstrated ability to use current communication and productivity tools and software programs
• Ability to provide basic library reference services, including locating books, articles, and other related assistance
• Ability to provide library circulation services, including interpreting patron records, item statuses
• Ability to interpret and apply specific knowledge to library wide and circulation policies and procedures and apply knowledge to making decisions about non-routine matters or for unique situations
• Knowledge of Ex Libris Alma or other ILS systems
• Experience with developing training and training materials