Job Summary

This position contributes to providing an environment of quality customer access services and information assistance delivered through interactions with Drexel University Libraries (DUL) clients both physically and virtually. The Client Access Experiences program manages a growing number of self-service access options to supplies, equipment, and services both within DUL environments and via the DUL Web presence. The program also assists in maintaining safe, inspirational learning spaces at all DUL locations and team members contribute to the Libraries' Information Assistance Program. The Specialist has primary responsibility for the management of student employees, including administrative oversight (hiring, scheduling, timesheet approval) and service desk training.

The Libraries operate as a cost-effective, continuous quality improvement, evidence-based, customer-centered organization with a commitment to strengthening a welcoming and supportive culture of diversity, equity and inclusiveness. Staff succeed in the Libraries' matrixed organizational structure through active engagement and collaboration. Reporting to the Specialist III, Client Access Experiences, the Specialist will work at any DUL site as needed. The scheduled workday is set in accordance with departmental needs and may include evenings and weekends. 

Essential Functions

• Coordinates training for al student employees including service desk-training, basic information web and digital information literary skills, and awareness of Libraries' informal learning environments, resources and services.
• Recruits, hires, evaluates, and has timesheet authority for Libraries' student employees, coordinates deployment of student employees across Libraries' departments. 
• Oversees the functioning of the service desk as scheduled, handling a variety of situations related to access, facilities, and circulation, serves as a primary backup for Specialist III. 
• Serves as Manager on Duty and may respond to a variety of referred situations related to access, facilities, and circulation,; opens and closes Drexel University Libraries sites as scheduled. 
• Responds to known item, directional, and service-based inquiries. Assists in locating and circulating materials, gathering statistics, troubleshooting problems, interpreting policies, and referring clients appropriately, in person on-site, via chat, and over the phone. 
• Provides high-level responses and support to satisfy user requests; identifies and advocates user concerns and suggests improvements.
• Ensures access to DUL's online resources through proactively monitoring data for accuracy and by responding to reported issues.
• May serve as member of the Libraries' Essential Services on-site team.

Required Qualifications

• Minimum of an Associate's Degree or the equivalent combination of education and work experience. (Please review the Equivalency Chart for additional information.)
• Minimum of 1 year of relevant work experience
• Excellent organizational skills, including time and project management skills and ability to prioritize tasks.
• Excellent oral and written communication skills; good listener with a high degree of customer orientation and excellent customer service skills.
• Ability to work effectively both independently and within a team environment in a dynamic matrixed work setting.
• Demonstrated supervisory experience or potential.
• Inspires collaboration, teamwork, and high-performance standards.
• Ability to work with and easily adapt to new technologies.
• Commitment to fostering a welcoming work environment.
• Experience with MS Office Suite.

Preferred Qualifications

• Experience with integrated Library systems such as ExLibris Alma.
• Experience working in a Library or an academic setting.

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking
• Lifting demands ≤ 25lbs

Location

• University City - Philadelphia, PA

Additional Information
This position is classified as Non-Exempt, grade H. Compensation for this grade ranges from $ 17.14 to $ 25.71 per hour. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate’s qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel’s compensation framework. For information about benefits, please review Drexel’s Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.