The Claremont Colleges Services (TCCS) is the shared services organization for a highly regarded cluster of seven independent colleges known as The Claremont Colleges located in Southern California. Today, TCCS is a nationally recognized educational model for academic support, student support and institutional support services to meet the needs of 6,300 students and 2,300 faculty and staff. Some of the more than 30 different services include: campus safety, a central library, health and counseling services, cultural centers, central bookstore, physical plant and facilities support, payroll and accounting, information technology, real estate, risk management and employee benefits.
TCCS is committed to offering a work environment that is supportive, collaborative, accountable and enjoyable. TCCS offers generous time off benefits, employer-paid retirement contributions, tuition remission benefits and professional development opportunities. Our employees also take advantage of discounted meals provided in the TCCS caf, regular employee events and an opportunity to work with exceptional colleagues.
The Claremont Colleges Library, located at the heart of the seven campuses, is the preeminent academic resource for The Claremont Colleges. Committed to fostering intellectual discovery, critical thinking, and lifelong learning, the library ties the academic community to varied cultural and scholarly traditions by offering user-centered resources and services, developing innovative technologies, and providing an inviting environment for study, collaboration, and reflection. The library is supported by a staff that has a deep commitment to best practices and innovation and to the delivery of exemplary service to the colleges students and faculty. The CCL is active in the library profession at the regional, national, and international level through such organizations as Statewide California Electronic Library Consortium (SCELC), the Oberlin Group of Liberal Arts Colleges Libraries, the Digital Library Federation (DLF), the Coalition for Networked Information (CNI), the Council on Library and Information Resources (CLIR), the Greater Western Library Alliance (GWLA), and the International Federation of Library Associations (IFLA). Examples of our engagement include the CLIR Postdoctoral Fellow Program, the SCELC Shared Print Initiative, the Lever Press, and frequent contributions at CNI, DLF, and IFLA.
Job Description: The User Experiences Ambassador supports the User Services and Resource Sharing division through flexible and dynamic customer service. The position interacts extensively with all USERS team members as well as each division of the library. The incumbent works collaboratively, receiving direction and guidance from the User Services Coordinator. Primary responsibilities include collaborating across the division to support all units in their core services and workflows. The position also supports the library's strategic efforts to enhance the user-focused customer service provided throughout the USERS division through strong collaborations with the Student Worker Program Coordinator in order to support the training and supervision of student worker assistants. This position is divisionally dynamic in the scope of their contribution to all aspects of user-focused, User Services and Resource Sharing efforts
Provide excellent customer services with a user-centered focus.
Support USERS on a division level by participating in core functions of User Services, Operations, as well as Resource Sharing workflows in collaborations with the User Services Coordinator.
Support the User Experience Ambassador team in maintaining extended library hours with a focused schedule including evenings and weekends - responsible for opening and closing the building throughout the week.
Support Student Worker Program by providing supportive training and supervision of student workers in collaborations with the Student Worker Assistant Program Coordinator as needed.
Support library wide marketing and programming in collaborations with the Communications and Programs Coordinator
Serves on library, TCCS, and TCC committees and interest groups, as assigned
Participate in staffing all service points with flexibility and inclusion of evening/weekend hours as needed.
Completes other tasks as assigned within the spectrum of User Services and Resource Sharing strategic plan initiatives
Required Education: Minimum education requirement is 1 year's higher education coursework or equivalent combination of education and work experience in a customer service oriented academic environment.
Required Experience: Minimum years of relevant work experience are 2 year engagement academic libraries, preferably in user-centered customer service, public service points, etc.
Required Knowledge and Critical Skills:
Exceptional written and oral communication skills
Demonstrated ability to build collaborative, effective working relationships within the library, with TCCS and The Claremont Colleges, as well as external constituencies such as other libraries and community programs.
Demonstrated expertise in Microsoft Office productivity software, library catalogs and other software, the internet, social media, and other technologies. Ability to work successfully in a networked environment.
Outstanding organizational and analytical skills
Sound judgment and demonstrated ability to work independently and set priorities
Detail orientation, demonstrated capacity for carrying out tasks in an accurate manner, and ability to check own work for accuracy
Ability to interact sensitively and diplomatically with individuals from diverse backgrounds in a high traffic, public context
Ability to transfer and communicate information in a variety of accessible methods for successful training of students and staff.
Ability to handle sensitive situations with discretion and to maintain confidentiality
Skill in recognizing, defining, and analyzing challenges, problems, and difficult situations, and in identifying and proposing/implementing solutions.
Ability to follow directions from supervisors and provide clear directions to staff and student workers
Ability to initiate and maintain collaborative working relationships with co-workers, supervisors, and other managers
Ability to work harmoniously and as a team player, thrive in a team-based environment, and employ skill in fostering teamwork among others
Working knowledge of academic library operations and functions to be able to seek out needed information and to facilitate and coordinate collaboration between different units and divisions
Required Hours: The regular hours for this full time position include 8:00 a.m. to 5:00 p.m. Monday through Friday with flexibility to meet the scheduling needs of our service points. Some weekend and evening work hours are required. Regular hours vary due to the scheduling needs of the USERS division.
ADA/OSHA: This job description defines the essential job duties of this position. The Claremont Colleges Services expects that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA).
The Claremont Colleges, a consortium of five undergraduate liberal arts colleges, two graduate institutions, and Claremont University Consortium, which provides shared institutional support services, is reminiscent of the Oxford-Cambridge model. The undergraduate colleges include Pomona College, Scripps College, Claremont McKenna College, Harvey Mudd College, and Pitzer College. The two graduate institutions include Claremont Graduate University and Keck Graduate Institute.