Department: NUL Access Services
Salary/Grade: NEX/10

Job Summary:

Under general supervision, performs specialized customer service including staffed locations (NUL Main Library circulation desk and Mudd Library service desk) assisting faculty, students, staff, and visitors. Performs material paging, reshelving and document scanning work. Maintains departmental web pages and SharePoint site.

Work Hours: Sunday-Thursday 12pm-8pm. 37.5 hours per week. Intersession, winter recess, and summer break hours will differ.

Please Note: The target budgeted minimum starting salary for this position is $21.96 hourly. Offers will be based on candidate experience and education, as well as equity within Northwestern University. This position is in a bargaining unit represented by the Service Employees International Union (SEIU), Local 73.

Specific Responsibilities:

Service Desk Support Services:

• Provides service desk staffing as well as student worker backup and support. Provides basic interpretation of policies and procedures, explains and answers questions that may arise; recommends changes. Refers patrons to other library service points as needed.

Departmental Support Services:

• Assists with departmental duties including paging materials from shelving locations, updating item or patron records, media center support, stacks maintenance and scanning print materials for course reserve, document delivery and interlibrary loan lending.

Document Delivery and Interlibrary Loan Borrowing Support:

• Performs citation verification and request processing using the appropriate tool for Northwestern University members' request fulfillment.

Departmental Documentation:

• Updates, maintains, and enhances the departmental SharePoint site and webpages.
• Additional Responsibilities:
• Other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• A high school diploma, or the equivalent combination of education, training and experience from which comparable skills can be acquired.
• At least two-years of experience in a library or equivalent environment
• Significant customer service experience in a fast-paced library, retail, or similar environment.
• Demonstrates a learning aptitude for emerging technologies that apply to library services and operations.

Minimum Competencies: (Skills, knowledge, and abilities.)

• Customer Focus - Regularly monitors customer satisfaction; provides suggestions to improve quality for the customer.
• Multi-Tasking - Demonstrates ability to work on multiple projects simultaneously.
• Adaptability - Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.
• Collegiality - Being helpful, respectful, approachable, and team oriented; builds strong relationships and a positive work environment.
• Problem solving - Formulates realistic plans and contingencies and establishes appropriate measurements of anticipated results.
• Communication - Communicates effectively one-to-one, in small groups and in public speaking contexts; writes precise, well-organized emails, letters, proposals while using appropriate vocabulary & grammar.
• Collaboration - Facilitates open and effective communication, cooperation, and teamwork within and outside of one's own team; respects the needs and contributions of others.
• Efficiency/Dependability - Effectively performs duties and responsibilities; displays attention to detail; supports organizational policies; anticipates demands/pressures of assignments and adjusts accordingly.
• Initiative - Exhibits energy and desire to achieve; sets ambitious goals and acts decisively; takes action that no one has requested to improve or enhance job results and avoid problems.
• Judgment - Demonstrates logic, rationality, and objectivity; shows common sense; uses all available information to make educated decisions.

Preferred Qualifications: (Education and experience)

• College degree.
• Familiarity with the Alma library services platform's fulfillment and user management areas, Ares course reserves management software, and ILLiad interlibrary loan management software.
• Experience with Microsoft Office and other productivity software packages.
• Ability to work independently with minimal supervision.
• Ability to handle multiple tasks and deadlines.
• Excellent interpersonal, communication, and organizational skills.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.

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