Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.
Background Check Statement:
Any offer of employment to a successful candidate will be conditioned upon the University's receipt of a satisfactory criminal background report.
Eligibility for Employment:
Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed.
Essential Duties and Responsibilities:
Knowledge-Program-Hires, supervises, trains and evaluates student assistants at two busy, major service desks (the Information Services and Lower Level Service Desks). Develops student training modules and conducts training sessions. Schedules desk coverage for both desks all of the hours the library is open (106+ hours per week X 2 service desks). Possesses thorough knowledge of library’s Integrated Library System (both to interpret the public face of the library as well as understanding and operating the staff functions). Possesses knowledge of navigating library research databases to assist patrons with research.
Client/Customer Service-Coordinates the operations of the library service desk and the lower level service desk (scheduling, training, hiring, evaluating, assessing, and ordering of supplies). Develops short and long range plans to assess and set standards in a team environment in order to ensure high-quality service. Provides advanced circulation and research assistance; conducts complex and often prolonged reference interviews to ascertain patron needs; must have highly specialized knowledge of the existence and use of appropriate library material to assist patrons with their research needs; assists patrons in structuring complex search strategies; Uses special tools (databases, specialized catalogs, and advanced knowledge of at least 5 different library classification systems) to help patrons complete their research. Serves on ASU, Library and WNCLN committees.
Information/Records Administration-Manages student assistant annual budget. Prepares student assistant bimonthly payrolls. Completes appropriate administrative processes and paperwork to manage student assistants. Schedules students and staff for the Information Services and Lower Level Service Desks using appropriate software. Compiles and analyzes desk services and instruction statistics (information literacy, workshops, RAPs, consultations, and chats) to assess and make recommendations to the LRS team on training, resource allocation, policies, and service changes. Acts as the team point of contact for signage and sign creation. Creates appropriate signage and works with Technology Services team staff to complete signage projects.
Planning and Organizing Work-Coordinates the operations of the library service desk and the lower level service desk (scheduling, training, hiring, evaluating, assessing, and ordering of supplies); orders supplies; develops short and long range plans to assess and set standards in a team environment in order to ensure high quality service. Maintains and updates the LRS team desk service operations manual. Directs the undergraduate student assistant program for the LRS team. This includes hiring, training, scheduling, bi-weekly payroll, budget management, and evaluating 11 undergraduate student assistants. Additionally, co-leads the Plug-and-play initiative whereby student assistants from LRS and IMC cross train in order to handle work in both areas. This role brings in the management of an additional 11 students who work the service desks. Grand total of 22 undergraduate student assistants. Schedules the library service desk and lower level service desk. Approximately 55 library faculty, staff, undergraduate, and graduate student assistants work at the two service points. Ensures student assistant continuity at the service desks by monitoring and overseeing scheduling changes among student assistants.
Communication-Develops customer service standards and measures; independently interprets policy and procedures to patrons, student workers and desk staff.
Advises the Coordinator of User Services and LRS team on issues relating to service operations and resource needs in order to best serve the Appalachian State community.
Maintains confidential patron and student records. Collaborates with other team members to facilitate seamless provision of services in a professional manner. Maintains a high level of professionalism, respect and courtesy in all patron interactions and in all communications with library personnel.
Customer Service experience.
Management experience in a fast paced, customer driven environment.
Appalachian State University, located in Boone, North Carolina’s Blue Ridge Mountains, prepares students to lead purposeful lives as engaged global citizens who understand their responsibilities in creating a sustainable future for all. The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow h...olistically, to act with passion and determination, and embrace diversity and difference. Appalachian enrolls about 18,000 students, has a low faculty-to-student ratio and offers more than 150 undergraduate and graduate majors. It is one of 16 universities in the University of North Carolina system.