Job Title: Library Specialist IV – User Experience: Circulation Coordinator
Classification: C4
Department: University Libraries
Updated: March 2019

Job Summary

Reporting to the User Experience Librarian, this is a User Experience (UX) position that takes a leadership role coordinating circulation functions for University Libraries. This position manages patron accounts, MeLCat, and billing for University Libraries; also coordinates and assists with the development of circulation procedures across locations. Responsibilities also include opening the library, working in our user-centered desk environment, implementing emergency and evacuation procedures. A significant level of functional independence and flexibility to work varied shifts, and at any library location is required.

This position is a part of the Operations and User Services department which is responsible for supporting a diverse set of functions across library locations. This position will be primarily based in the Mary Idema Pew Library Learning and Information Commons in Allendale and will also be cross trained to support our downtown Grand Rapids library locations. University Libraries is a highly collaborative and student-centered organization that promotes an innovative and inclusive culture.

Standard Hours for this position:
Coverage during open library hours (gvsu.edu/library/hours) including pre and post opening hours.
Monday-Friday, 6:00 a.m. to 2:30 p.m.

Essential Functions

User Experience

• Leads customer service, financial, and procedural aspects of circulation functions for University Libraries, utilizing multiple software platforms to reconcile fines, book replacement charges, encumbrances, invoices, payments, claims returns, and discrepancies with MeLCat consortia institutional members; works with University Accounting to place and clear patron charges.
• Serves as the primary staff member to investigate and respond to questions and complaints to resolve circulation-related problems, requiring substantial knowledge and interpretation of MeLCat, our Integrated Library System circulation module, Banner, and University Library policies.
• Works with Operation & User Services Management to develop circulation policy. Serves as a point person for other University Libraries faculty and staff regarding MeLCat circulation policy, procedures, MeLCat, and the circulation system, ensuring a consistent interpretation and enforcement of a wide-range of library and university procedures and policies.
• Is the University Libraries primary contact with MCLS and consortia members for MeLCat trouble-shooting. 
• Collaborates with the Operations and User Services Management to design and implement circulation-related training initiatives for department colleagues.
• Orders and documents spending of the User Experience budget allocation.
• Provides spending reports and prepares audit reports for User Experience budget allocation.
• Schedules staff for service desk coverage in collaboration with management.
• Creates bibliographic records for circulating technology.
• Collaborates with Access & Delivery (A&D) staff to coordinate circulation workflows between the UX and A&D teams.
• Works regular shifts at the single service point, overseeing all activity, including the frontline services provided by student employees.
• Delivers exemplary customer service while assisting patrons with a wide range of transactions and inquiries in-person and through virtual mediums, requiring significant knowledge of library policy and procedures, library resources and technology, and building and campus information.
• Provides basic instruction and troubleshooting for building technology.
• Participates in the implementation of various UX initiatives aimed at understanding and improving user experience.
• Maintains awareness of all library services to help with referral and promotion.
• Provide support for events held within the facility.
• Roams the library to collect data, answer questions, and help with facilities and security-related issues.
• Demonstrates knowledge of design features and building facts and leads building tours.
• Investigates missing or lost items within the retrieval system, utilizing Automated Storage and Retrieval System (ASRS) software.
• Assists with projects as assigned

Programs and Operations

• Responsible for identifying and responding to security and safety issues that arise, at times working with Grand Valley Police, to ensure that the library environment is safe and conductive to learning.
• Identifies problems with and assists in troubleshooting a software component of the library’s (ASRS), including contacting Operations and User Services Management or the vendor when necessary.
• Oversees opening of the library.
• Implements emergency procedures and communicates with emergency personnel as needed.
• Understands and promotes the building’s energy compliance measures and LEED certification.

Expectations of Professional Behaviors & Values

• Develops and maintains thorough knowledge of job.
• Works collaboratively and cooperatively with librarians and staff within unit, across the library organization, and across the university and the larger community.
• Manages professional relationship and responsibilities in a manner that reflects well on the University Libraries.
• Actively engages in department and library wide initiatives.
• Maintains and develops skills necessary to perform work.
• Demonstrates flexibility, openness, and receptivity to new ideas and approaches.
• Demonstrates innovation, creativity, and informed risk-taking.
• Uses resources effectively and efficiently.
• Develops and maintains the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population.
• Protects user privacy.
• Aligns with and upholds University Libraries workplace principles.

Non-Essential Functions

Not Applicable

Required Qualifications

• High school graduate or equivalent.
• Minimum of four years of relevant work experience.
• Demonstrated administrative and organizational skills.
• Experience with various computer software applications such as Microsoft Office and/or equivalent.
• Data entry experience.
• Typing and spelling competency with grammar and proofreading skills.
• Possess strong verbal and written communication skills.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Demonstrated experience to successfully coordinate large projects.
• Demonstrated experience to successfully handle multiple demands efficiently.
• Demonstrated experience to successfully organize and prioritize workload.
• Demonstrated experience to successfully navigate challenging situations in the workplace, while using good judgement.
• Demonstrated experience to successfully work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Ability to successfully maintain positive intercultural and interpersonal relationships.

Preferred Qualifications

• Higher education coursework
• Experience working in libraries 
• Ability to learn basic cash reconciliation procedures
• Demonstrated experience working with detail oriented processes

Supervision Received

Receives minimal supervision from a designated supervisor. Much of the work is self-initiated. Person is expected to function with considerable independence and apply appropriate policies and procedures within the assigned area of responsibility.

Supervision Exercised

Hire, train, schedule and coordinate the work of student employees and may act as lead worker to PSS staff members within the department/unit/division. 

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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