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Smith College User Services Assistant in Northampton, Massachusetts

NORTHAMPTON PLEASE SEE WEBSITE FOR FULL JOB DESCRIPTION User Services Assistant Smith College is hiring multiple openings for 18-month fixed-term User Services Assistants in the Libraries. Job Summary The User Services Assistant plays a vital role in ensuring seamless access to resources and services for Smith students, faculty, staff, and extended user communities. They are responsible for managing circulation and patron assistance to facilitate efficient use of library services and resources. The Smith College Libraries is seeking a User Services Assistant, who can deliver excellent, welcoming, and responsive customer service to the college and extended user communities. Providing access to library services, resources, collections, and equipment at one or more of the Libraries\' service points, the User Services Assistant actively listens to questions and requests from the user community, interprets policies and procedures, and provides referrals to the Libraries\' services and resources to address users\' needs. Take appropriate actions to support a diverse workforce and participate in the College\'s efforts to create a respectful, inclusive, and welcoming work environment. Essential Functions Direct User Support (90%) 1. Circulation Management: Interact with faculty, students, and other patrons concerning all circulation functions including loans of library materials, reserve items, finding resources at consortial libraries, resolving issues about fines and missing items, and assistance with requesting materials through interlibrary loan. 2. Public Service: Provide excellent customer service at the Central Service Point (CSP) in the Neilson Library by assisting patrons in locating resources, navigating the library catalog, and using online databases and research tools. Offer guidance on library policies, procedures, and services to patrons. Triage questions as they arise. Answer questions about access to materials and reference questions, demonstrate how to find library resources such as journal articles, and refer patron to the appropriate librarians for consultations and in-depth research support. Inform and register visitors and additional members of the user community to appropriate borrowing privileges. Minimum Qualifications Bachelor\'s degree. Strong customer service skills including problem solving, and the ability to effectively communicate with diverse library users. Attention to detail, organizational skills, and the ability to multitask in a fast-paced environment. Experience in customer service Preferred Qualifications Experience working in a library setting, preferably in access services, circulation, or interlibrary loans. Proficiency in using library management systems, integrated library systems (ILS), and online databases. Knowledge of research and reference materials Demonstrated experience analyzing and evaluating data to identity trends and improve services and operations Flexibility in work schedule, including evenings or weekends. Commitment to staying updated on industry trends, technologies, and best practices in library access services. Skills A strong commitment to public service Strong critical analysis skills Excellent organizational skills Excellent communication skills, both verbal and written; strong interpersonal skills and public service attitude. Ability to work effectively in a team environment Excellent customer service skills; ability to handle difficult situations with courtesy, tact, and patience; exercise good judgment consistent with library procedures; and work in a collegial, fast-paced environment Strong cultural competencies and ability to work productively and respectfully with people from varied backgrounds

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