Circulation and User Services Library Associate

The University of Iowa Libraries is seeking to hire a Library Associate in our Undergraduate Engagement/Circulation and User Services department. Reporting to the Circulation and User Services Librarian (100%) this position entails operating at a single service point to assist library users with directional basic research circulation or technology needs requiring creative thought and understanding of libraries and information science. It also involves referring users to appropriate experts on campus or within the libraries as required. Communication with colleagues and users is facilitated through various channels like instant messaging (IM) email telephone or other technologies.

Engaging diplomatically with the public within a public contact setting is crucial. This involves interacting with individuals from a wide variety of backgrounds to deliver exceptional customer service. Key skills for this role include engaging and communicating with patience attentiveness clarity tact and courtesy. Successful candidates will need the ability to infuse positive language into customer interactions.

Work Hours: Monday- Friday and regular weekends. Position schedule is subject to change during summers interim and holidays.

Duties and Responsibilities

Service Desk (35%)

Performs a full range of services while at the Main Library Service Desk including functional supervision of student staff. Duties include greeting users retrieving library materials helping users locate materials and checking in and out library items including laptops and peripheral equipment. Ability to establish and maintain cooperative working relationships with co-workers and the public. Perform effectively in environments with frequent workload changes and competing demands. Work must be performed politely accurately and in a timely manner.
Understands and refers requests for customized or expert research services to appropriate liaison librarians or other UI libraries.
Ability to operate and coach users when operating printers scanners self-check kiosk(s) laptops and other technology and equipment.
Familiarity with library resources and ability to assist users in navigating the UI web pages providing guidance in requesting items through relevant services Interlibrary Loan etc.
Maintain current awareness of trends and developments in the learning commons and on campus; seek continuous improvement in professional skills and competencies.
Acquire and maintain a basic knowledge of locations/content/policies of collections across the libraries to assist users in obtaining appropriate research material quickly and efficiently.

Department email (20%)

Work includes management of departmental email that requires effective communication and includes the ability to interpret user inquiries identify core issues and propose viable solutions using independent judgement and ability to interpret library policy. Additionally internal correspondence plays a critical role in resolving time-sensitive matters at the service desk. It is essential for providing prompt assistance to users and directing them to the appropriate resources ensuring a seamless and supportive user experience.

Management of Community Borrowers Permits (20%)

Responsible for overseeing the creation of borrower cards ensuring seamless communication with the public and sharing essential policies and procedures related to card usage. Key responsibilities include efficiently processing card applications providing clear guidance to applicants and maintaining accurate records.

Financial (20%)

Coordinates the monthly organization and computation of library fines across Main Library units and branch libraries. Utilizes Alma analytics to extract overdue charges for Main Library circulating collections including ITS-provided laptops and peripherals. Ensures the accuracy of charges and categorizes them according to University Billing Office type codes for pre-sorting. Compiles charges from other campus libraries into a consolidated monthly upload for the Finance Office. Serves as the primary contact for inquiries about library fine charges on university statements and facilitates credits when necessary.

5% Various ongoing tasks which include but are not limited to:

Participates in cross training of staff and student employees as needed in circulation procedures media retrieval re-shelving of library materials and customer service.
Using Canva and working across departments creates tabletop messaging working with communications staff to ensure a high quality of information is available to the public.
Provides support to other unit members as needed including retrieving physical course reserves.
Orders supplies for the department and the Service Desk. Supplies must be ordered in a timely fashion to maintain the user experience. Checks accuracy of orders and routes supplies as needed.
Participates in library-wide staff development activities and in departmental meetings.
Performs other related technical and public service duties as assigned by the supervisor.
Communicates across library departments as needed.