Location Evanston, Illinois
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Department: NUL Access Services
Salary/Grade: NEX/13
Job Summary:
Hires, trains, and supervises student staff. Ensures a high standard of customer service at the NUL Main Library Circulation desk as well as the Mudd Library Service desk; develops training mechanisms for both. Provides customer service assisting faculty, students, staff and visitors. Serves as the supervisory point-of-contact for patrons at the Main circulation desk, answers patron questions and makes appropriate referrals. Supports student staff and provides service at the circulation desks during regularly scheduled shifts
Work Hours: 37.5 hours per week. Schedule is 2:00pm to 10:00pm Sunday through Thursday during the academic year. Intersession and summer break hours may differ
Please Note: The target budgeted minimum starting salary for this position is $24.61 - $28.99 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:
Access Services Desks Student Supervision:
- Hires, trains, evaluates, and supervises student staff. Maintains a desk schedule for two service desks. Ensures departmental service standards are met by student staff including but not limited to policies, and procedures implemented with consistent application. Creates and maintains procedures and documents defining service expectations for student workers. Coordinates with other staffed service points.
Access Services Desk Coverage:
- Troubleshoots issues and resolves questions relating to the LSP and location of items. Serves as the resource person for student workers at the Circulation and Mudd Desks. Provides basic or advanced interpretation of policies and procedures including access, circulation, and space usage; explains and answers questions that may arise; recommends changes. Refers patrons to other library service points as needed.
Library Security:
- Communicates and collaborates with security staff regarding non-routine situations, optimizes staff and user safety, and ensures an appropriate environment for study and other library work is maintained.
Additional Responsibilities:
- Other duties as assigned.
Minimum Qualifications: (Education, experience, and any other certifications or clearances)
- Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
- 3-5 years' experience in a customer service intensive position.
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)
- Supervisory experience.
- Experience in a fast-paced university setting preferably student facing.
- Library experience.
- Assesses & organizes information to clearly communicate work needs & best approaches.
- Formulates realistic plans and establishes appropriate measurements of anticipated results.
- Explores alternatives to existing services; identifies opportunities to improve procedures & practices; shows imagination and creativity in problem solving.
Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at to learn more.
Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at to learn more.
Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at to learn more.
Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.
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.