Library Customer Service Assistant Jobs in Miami, FL

The University of Miami's Library has an exciting opportunity for a full time Library Assistant to work in Coral Gables, FL.

The primary purpose of this position is to provide customer service at the Access Services desk in Richter Library, the University of Miami Libraries' largest, interdisciplinary library, located on the Coral Gables campus. The Library Assistant helps students, faculty, staff, and community members with library services, including locating and providing library materials. Key responsibilities include desk oversight, student supervision, and ensuring timely and accurate referrals to library services, especially academic support services, such as writing and research consultations, provided in the Learning Commons. Additional responsibilities include welcoming patrons and guests, paging requested books from the stacks, and participating in library opening or closing duties. Other responsibilities include ensuring safe building operations, providing excellent customer service, and resolving patron account issues. The position also assists the night supervisor in maintaining a safe and welcoming atmosphere within the library building. This position may also assume responsibility for opening or closing the library or other duties, when a supervisor is not on duty. In addition, the Library Assistant may be assigned primary responsibility for overseeing specific collection areas, such as New Books.

This position is slated to work on Saturdays from 8:30 a.m. to 4:30 p.m. and Sundays through Wednesdays from 6:00 p.m. to 2:00 a.m. These hours are subject to change, as needed by the department. Please note that this regular, full-time position may sometimes be required to work during any of the library's operations hours, which are Monday through Thursday, 7:30 a.m. to 2:00 a.m.; Friday, 7:30 a.m. to 10:00 p.m., Saturday, 9:00 a.m. to 10:00 p.m.; Sunday, 9:00 a.m. to 2:00 a.m., and 24/7 during End-of-Semester Exam periods. During shortened hours and summer, the schedule varies.

Core responsibilities:

• Supervises students and services at the Access Services desk.
• Coordinates referrals and support to the Learning Commons.
• Serves as a contact for staff and patron problem resolution.
• Monitors service related workflows and establishes priorities, as needed.
• Coordinates staffing assignments with the Access Services Manager.
• Checks in/out, and renews library, InterLibrary Loan (ILL) and Reserve materials.
• Maintains headcounts and paging workflows.
• Issues and updates library patron permits/passes and Temporary CaneIDs.
• Answers questions regarding circulation procedures and patron accounts and records transactions.
• Monitors library entrance and public areas to ensure that patrons follow library policies.
• Negotiates situations involving fines, encumbrances, claims returned, or other related patron issues.
• Assists with library closing duties, including clearing the Stacks Tower and the 1st, 2nd, and 3rd floors.
• Instructs and assists patrons with library equipment (e.g. copy machines, microfilm readers, AV, etc.).
• Implements, interprets, and ensures compliance with departmental, library, and university policies and procedures, as directed by supervisor and library administrators.
• Ensures that the library entrance and the circulation desk are neat and equipped with the necessary supplies (umbrella bags, calendars, stacks guides, passes, check staplers, hole punch, and paper cutter, etc.).
• Reports facilities complaints to Facilities Manager or other appropriate departments.
• Reports security problems to Public Safety.
• Uses SUMA, GIMLET and When2Work software as part of desk duties.

Assist with Stacks Maintenance, UML location & processing duties:

• Assists in shelving or sorting returned materials as needed.
• Processes transit requests for library materials from all lending locations.
• Delivers and retrieves library materials from all lending locations.
• Assists remote storage supervisor with duties at the off-campus facility.
• Performs searches for library materials and assists with inventory process.
• Monitors supply levels and orders supplies as necessary.
• Maintains updated procedures manuals.

Communications, Relationships, and Service:

• Maintains helpful and supportive customer service behavior with all library patrons (students, staff, faculty, community members, etc.).
• Establishes effective and supportive interdepartmental relationships to increase unit effectiveness and disseminate information.
• Communicates frequently and effectively with all university staff, faculty, and administrators in a timely manner regarding procedures, policies, and other necessary information.
• Attends departmental meetings and writes reports as required.
• Participates in library committees and task forces, as needed.

Other duties as assigned:

• Assists with Stacks, Reserves, ILL and other library activities, as assigned.
• Participates in library committees and teams, as needed.

Percentages may vary dependent on service and operational needs of the Unit and Richter Library.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications:

• High school graduate or equivalent.
• Minimum one year of relevant work experience. Two years of related experience or two years of college preferred.
• Typing skills of at least 25 wpm.
• Experience with Microsoft Office or equivalent software including Word, Excel, and Outlook required.
• Strong written and oral communication skills.
• Customer service skills required.
• Must be able to lift 30 pounds, push 50+ pounds and reach while on a stool.
• Experience with the maintenance of library collections preferred.
• Fluency with Ex Libris Alma / Primo library systems platform or other Library system and Circulation Module preferred.

Any relevant education, certifications and/or work experience may be considered.