Overview:
Tisch Library is a student-centered research library, dedicated to supporting teaching, learning, and scholarship in Tufts School of Arts & Sciences and School of Engineering. We provide collections, subject expertise, and technology-rich research and learning environments with services and programs to meet the information needs of our students, faculty, and staff. The Access Services Department ensures timely and effective access to library collections, facilities and services, managing circulation, reserves, basic reference, interlibrary loan, stack management, printing and scanning.
The Information Desk in Access Services is the frontline service point in Tisch Library. We provide a welcoming, inclusive environment for our patrons, with collaborative staff committed to teamwork. Senior Library Assistants answer patron questions in person and via e-mail, telephone, and chat, and make timely and effective referrals to specialist librarians, other library departments, and services across campus. We seek candidates who are excited to work in a university library with a community of students and faculty who are diverse in every way.
What You'll Do:
The schedule for this position is Tuesday through Saturday, 7:30 AM - 3:30PM. This is a full-time, on-site position.
The Senior Library Assistant, Billing Specialist will perform the below duties:
- Provide library services to students, faculty and staff. This includes but is not limited to responding to inquiries, resolving problems, and making appropriate referrals.
- Manage billing and fees for the Access Services department, involving frequent and personalized communication directly with patrons to resolve user accounts.
- Oversee workflow and project assignments for student staff, including answering questions, checking in materials, equipment and technology, shelving reserves and holds, shelving returned material, performing scheduled building counts, and assisting with opening.
- Open Tisch Library at the start of the morning shift.
- Create and maintain department documentation on billing, TouchNet system, and the related communication plans involving patrons.
- Collaborate with other departments to ensure a smooth and equitable patron billing process, including Interlibrary Loan, Course Reserves, Metadata, and Acquisitions.
What We're Looking For:
Basic Requirements:
- Knowledge and skills as typically acquired by an Associates degree or equivalent
- At least 3 years customer service experience
- Demonstrated commitment and success in a customer service environment
- Strong written and interpersonal communication skills
- Attention to detail, for example managing multiple spreadsheets and workflows simultaneously
Preferred Qualifications:
- Familiarity with integrated library management systems and discovery tools, such as Alma and Primo
- Familiarity with TouchNet Payment system or other online payment system
- Experience in a higher education environment
- Bachelors degree or equivalent
- Library experience