Downtown Library Access Services Manager - WVU Libraries

The WVU Libraries is currently accepting applications for an Access Services Manager for the Downtown Library.

About the Opportunity

This position will manage the Access Services operations at the Downtown Library, ensuring knowledgeable and effective customer service. Train, manage, evaluate, and supervise four Access Services staff. Identify opportunities to enhance access services offerings and implement innovative solutions to improve patron satisfaction and library service effectiveness

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
37.5-hour work week

* 13 paid holidays (staff holiday calendar)

* 24 annual leave (vacation) days per year or more based on years of service (employee leave)

* 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)

* WVU offers a range of health insurance and other benefits

* 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.

* Wellness programs

What You'll Do

* Manage the Access Services department at the Downtown Library, including hiring and direct supervision of four full-time staff. Approves leave and timecards, conducts annual staff evaluations; identify areas of development and manages staff performance. Guide staff performance to ensure fulfillment of library strategic initiatives.

* Model exemplary customer services to ensure desired behaviors in staff. Supervise staff and students at the seven days per week service desk operation to ensure positive customer interactions. Oversee the department scheduling of online assistance to users via the Lib Chat service. Familiar with the WMS Circulation Configuration setup and policies. Run statistical reports in WMS. Answer email referrals from librarians via Lib Answers.

* Reply to departmental emails. Evaluate existing services, systems, and staff assignments and make recommendations for changes to increase efficiency or provide new services.

* Train and manage staff and oversee student employees to ensure they understand all aspects of the libraries to handle questions that come from users, whether they are research, directional, or technology oriented.

* Ensure staff and student employees working at the desk understand and are prepared to assist with any of these issues and that questions are answered correctly or referred to librarians when needed. Address and rectify mistakes quickly. When desk coverage is short due to absences, find a replacement or fill in.

* This position may work outside of standard business hours and assumes responsibility for overseeing operations, including overseeing all Access Services and resource sharing transactions during these hours. The incumbent is also in charge of ensuring user safety and building safety and maintenance during those same hours. May be responsible for closing the library.

* May be assigned to shifts at the Downtown Access Services Desk. Respond to user questions, assisting with basic reference questions and/or questions about databases, searching, and/or finding materials. Has a good understanding of library policies to answer questions that may arise.

* Provide customer service and respond to user inquiries using a thorough knowledge of the WMS system, including all types of circulation transactions in WMS; charging, discharging, and renewing materials; assisting users in locating and/ or requesting materials, questions regarding fines and bills, etc.; creating or editing user records; issuing Friend of the Library cards; etc. User inquiries outside the expertise of Access Services, the incumbent will refer the user to the appropriate library university department, or the proper help desk.

When scheduled, respond promptly and courteously to directional inquiries via Lib Chat, providing accurate and helpful guidance to patrons seeking information on navigating the library's physical spaces, resources, and services.

* Provide customer service and respond to user inquiries using a strong understanding of ILLiad and may include charging, discharging, and renewing borrowed materials in ILLiad; an understanding of ILL policies.

* Provide service and respond to technology questions at the desk through a strong understanding of computer or printing software used and/or supplied by the library. These might include, but are not limited to, questions about or assistance needed with assistive technology, public printing, microfilm machines, logging into computers, circulating technology and A/V,…