Library Services Associate III, Access & Information Services

This Library Services Associate III, Access & Information Services position is with University of Arizona in Tucson, AZ. Training Design, implementation, and management of all AIS training and eLearning content, utilizing specialized software to create online learning objects and assisting with overall assessment of the eLearning program. Collaborates with the Information Training Team to develop training content for staff and student employees. Assists with optimizing public services to improve the customer experience. Provides feedback and guidance to desk staff regarding customer service. Assists with monitoring email reference queue answering and triaging questions. Ask Us/Service Site; Customer Service; Library Opening Provides reference, technology, and circulation assistance to customers in person and through chat, phone, and email. Assists customers with locating library information, resources, materials, and services. Addresses overdue accounts and responds to billing and collections questions. Troubleshoots software, computers, laptops, projectors, and other emerging technologies. Directs the work of student employees who assist with customer service, reference, circulation, and technology support. Liaises with the department’s resource sharing and technology leads to support library services and operations. Supports building opening procedures for the Main and Weaver Science and Engineering Libraries. Systems, Meetings, E-mail, Professional Development Maintains library password management system. Facilitates meetings, makes presentations as needed, and participates in data-based decision making. This includes the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement. Knowledge, Skills, and Abilities Ability to work independently and collaboratively in the design, development, delivery, and assessment of training materials. Ability to train groups and individuals with varying learning styles, levels of academic preparedness, and backgrounds in the effective use of library resources and research tools. Ability to evaluate individuals based on established work expectations. Knowledge of library reference resources (i.e., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources. Skill in interviewing customers regarding reference service and sources to better understand customer needs. Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction. Evidence of the use of good judgment and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement. Ability to understand and apply policies and procedures, including the ability to resolve situations using conflict resolution skills in the enforcement of policies. Ability to handle difficult customer interactions. Ability to perform duties independently under general supervision. Excellent interpersonal and communication skills, both written and verbal. Skill in facilitating meetings and delivering presentations. Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives. Positive attitude and strong demonstration of UA Libraries’ Values. Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties. Demonstrated ability to prioritize.