University of Rochester

University of Rochester logo

Job Information

University of Rochester Q&i Digital Services Specialist - 229339 in Rochester, New York

Q&i Digital Services Specialist Job ID 229339

Location Central Administration Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 008 Patron Services

Responsibilities

GENERAL PURPOSE:

As part of the River Campus Libraries (RCL) Patron Services Team, the Q&i Digital Services Specialist will oversee and coordinate the provision of library services via email, online chat, and other digital and remote modes of communication. They will be responsible for helping library patrons troubleshoot online resource access issues and difficulties navigating the RCL’s online service offerings. In addition, this person will provide support for service point operations, including staffing RCL service desks, opening and closing library buildings and spaces, and assisting with tasks related to the ongoing maintenance of library records.

RESPONSIBILITIES:

  • Staffing the RCL Q&i service points to provide patrons with assistance accessing library resources and services, monitor library spaces, and provide information about RCL services, resources, and events. Some evening and weekend shifts will be required.

  • Assisting patrons in troubleshooting access to RCL online services and resources, including online library account access, guest logins, visitor passes, alumni access, courtesy borrowing privileges, issues accessing online library resources, study space bookings, and other digital services provided by the libraries.

  • Administration and coordination of RCL digital patron communications and service provision, such as online chat and general email-based services.

  • Creating and maintaining documentation and training materials to support other Q&i service point staff develop consistent knowledge of basic level troubleshooting access to online resources.

  • Performing tasks that support RCL Q&i services and record keeping, including hold shelf maintenance, assessment and collection of fines and fees, document scanning, and ordering departmental supplies.

  • Serves as department liaison to the RCL website team, Primo Discovery team, eService team, and other interdepartmental groups tasked with maintaining digital communications and services.

  • Maintains the RCL Circulating Equipment collection, including the purchase, processing, inventory, and replacement of general circulating equipment for all RCL Service points.

  • Serve as occasional backup for Course Reserves staff, assisting with processing of materials during peak demand.

  • Serves on RCL interdepartmental Project Teams and committees.

  • Other duties as assigned

QUALIFICATIONS:

  • Bachelor’s Degree required

  • 2-3 years customer service experience required

  • Ability to follow established procedures and perform work requiring considerable attention to detail required

  • Outstanding verbal and written communication and customer service skills required

  • Demonstrated success in working as a member of a team

  • Ability to learn new skills independently required

  • Proficiency in the use of Microsoft Office Suite required

  • Commitment to diversity required

  • History of navigating change in a team environment preferred

  • Knowledge of customer service best practices and emerging trends preferred

    How To Apply

All applicants must apply online. When applying online, please upload resume and cover letter as one PDF document.

EOE Minorities/Females/Protected Veterans/Disabled

DirectEmployers