The Circulation Technician is responsible for staffing the Circulation Desk in the afternoon and evening, performing all duties necessary to ensure orderly lending, returning, and use of library materials, for processing and maintaining the periodical collection, and for processing overdue notices and fine letters. In addition, the position provides support to other circulation staff and staff in other library departments as needed to provide comprehensive service to all Library patrons. This position is responsible for the Circulation Department and for oversight of student employees in the evening, typically in the absence of supervisors.
Manage all functions of the circulation department in evenings, typically in absence of supervisor and library director, and effectively report operational issues to appropriate parties, including but not limited to supervisor, library director, Facilities, or Public Safety. Assist Public Safety in closing the facility according to established procedures. Understand, interpret, and communicate library policy and procedures to students, faculty, staff, and other patrons. Resolve library fine and fee charges; update patron accounts to ensure accurate assessment and collection of library charges.
Provide oversight and training for evening student assistants, in collaboration with the Student Assistant Supervisor. Provide support to evening reference technician as needed. Ensure confidentiality of library circulation records.
Perform duties necessary to ensure the orderly circulation of library materials, including:
Charge, discharge, and renew library materials. Register new patrons and modify existing patron records. Identify damaged library materials, assess fines, and route materials to appropriate staff for possible withdrawal and/or replacement. Use library system software to maintain accurate circulation records. Compile reports. Prepare and process book deliveries to off-site locations.
Process and mail overdue notices and fine letters for patrons with outstanding items. Research item replacement costs to update bills and place holds on patron accounts as appropriate.
Receive, check in, and process new issues of journals, magazines, and newspapers. Maintain periodical stacks. Route periodicals to library faculty and staff. Process CHOICE cards and distribute to appropriate faculty and staff.
Respond to patron requests for basic information and assistance in using all library services, seeking assistance from other departments or making referrals, as appropriate. Answer detailed and/or complex questions about college offices and services, providing documentation or referrals as necessary. Record patron questions in desk-tracking system. Direct patrons to the physical location of materials in the collection. Respond to book security system alarms. Instruct patrons in the basic use of laptops, VCR/DVD players, photocopiers, equipment in makerspace, and other equipment.
Report malfunctioning equipment. Perform other duties as assigned by the Access Services Librarian or Library Director, including providing support for other library departments as necessary. Participate actively in a program of professional development to enhance and maintain currency of job skills.
High School diploma or GED
Minimum of one year of customer service experience required
Excellent oral, written, and interpersonal communication skills. Proven ability to deliver excellent customer service and to deal effectively and tactfully with all types of internal and external customers, including students, faculty, administrators, staff, and community members.
Ability and willingness to work a flexible schedule as needed: primarily afternoon/evening hours, with possibility of occasional morning or weekend shift. Ability to work with a minimum of supervision.
Ability to handle multiple priorities and frequent interruptions. Strategic, creative problem-solving abilities and conflict resolution skills. Ability to handle multiple priorities and frequent interruptions. Ability to work effectively as a team member and to provide guidance to others.
Working knowledge of computers, including email, spreadsheets, and word processing, and ability to type accurately at a moderate rate. Experience with and knowledge of Microsoft Office.
Ability to learn new technical skills in order to enhance performance and maintain currency with developing technologies.
Library or information center customer service experience
Working knowledge of audiovisual equipment and photocopiers.