Career Center

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

Job Summary:

Supports faculty and students’ research and teaching by thorough sourcing and ensuring delivery of requested materials, assisting customers, and maintaining records. Provides support to partner libraries’ users by supplying Northwestern materials to them via established protocols in a collective bargaining environment.

Please note: The target budgeted minimum starting salary for this position is $17.03/ hr. 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:

Analyses and Processes Requests:

• Performs analysis to verify submitted request citations using WorldCat, local discovery tools, databases, national union catalogs or other gateways.
• Identifies and selects potential sources- lending libraries (via OCLC, email or manual library specific request form, etc.), online sources (Hathi Trust, national portals, digital repositories, etc.), purchase or local holds- places requests for patrons or provides electronic copy.
• Communicates with lending libraries or potential borrowing libraries when the incorrect item is sent, additional information is needed, or if request fulfillment is incomplete.
• Serves as backup for the ILL/Document Delivery Library Assistant II.

Customer Communication:

• Answers questions from Northwestern users and potential lenders, as well as libraries asking to borrow materials.
• Advocates for patron with lender. Searches for alternate options when lender cannot loan item under regular circumstances.
• Manages local patrons’ expectations as well as those of potential borrowing libraries, explains policies and procedures and works to find solutions that balance library policy with customer satisfaction.

Material/Home Delivery:

• Coordinates, and manages shipping procedures with staff and students for Northwestern faculty and student delivery. Troubleshoots shipping and receiving errors.
• Manages master address book by importing, exporting, and utilizing various inventory management software.
• Manages and responds to patron inquiries regarding shipments.

Main Circulation Desk Coverage:

• Provides regular desk coverage to assist patrons.
• Serves as a resource for student workers at the Circulation Desk.
• Provides basic 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.

Unit Support:

• Gathers statistics used for completion of projects and to identify service improvements for better faculty and student services.
• Collaborates with various workgroup’s members to integrate related services and workflows.
• Works with supervisor to improve workflows, provide solution-driven feedback, and maximize staff time.

Miscellaneous

• Performs other duties as assigned.

Minimum Qualifications:

• A high school diploma, or the equivalent combination of education, training and experience from which comparable skills can be acquired
• 1-3 years’ experience in customer-service intensive position.
• Library experience in a public service setting or research experience.

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

• Communication:  Balancing listening and talking; communicates effectively one-to-one and in groups; writes precise, well-organized emails and proposals while using appropriate vocabulary and grammar; gives clear and manageable instructions.
• Collegiality:  being helpful, respectful, approachable, and team orientated; building strong working relationships and a positive work environment.
• Efficiency:  Planning ahead; managing time well; anticipates contingencies and pays attention to detail; targets projects or initiatives that require special attention and focuses on key tasks when faced with limited time or resources; thinking of a better way of doing things.
• Adaptability:  Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.
• Customer Service:  Striving for high customer satisfaction; going out of the way to be helpful and pleasant; proven customer service orientation.
• Coachability:  Being receptive to feedback; willing to learn; embracing continuous improvement.
• 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.

Preferred Qualifications:

• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor’s or higher degree is highly preferred, OR appropriate combination of education and experience.
• 1-3 years’ experience in customer-service intensive position.
• Library experience in a public service setting or research experience.
• Experience in a fast-paced university setting preferably student facing.
• Experience with database searching integrated library systems and interlibrary loan management systems.
• 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.

Preferred Competencies: (Skills, knowledge, and abilities)

• Attention to detail
• Creativity
• Organization   

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html 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 https://www.northwestern.edu/hr/benefits/work-life/index.html 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 https://www.northwestern.edu/hr/learning/index.html 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.
  

About Northwestern University

Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.

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