Client Access Specialist

Job Summary

As part of the Client Access Experiences team, 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. This 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 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 organization 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

• Recruits, hires, evaluates, and has timesheet authority for Libraries’ student employees, coordinates deployment of student employees across Libraries’ departments.
• Coordinates training for all student employees including service desk training, basic information web and digital information literacy skills, and awareness of Libraries’ informal learning environments, resources and services.
• Oversees the functioning of the service desk as needed, handling a variety of situations related to access, facilities, and circulation, serves as a 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 patrons to the appropriate department, in person on-site, via IM chat, and over the phone. Provides high level support to satisfy user requests; 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; proactively contributes to strengthening the libraries’ culture of diversity, equity and inclusiveness; may serve as a member of Libraries’ Essential Services on-site team.

Required Qualifications

• Associate degree or Equivalent
• 1 year professional work experience
• Possess a high energy level, self-confidence, and a positive can-do attitude
• 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
• Demonstrated ability to work with and easily adapt to new technologies
• Demonstrated commitment to fostering a diverse, equitable, inclusive and welcoming work environment
• Experience with MS Office suite

Preferred Qualifications

Experience with integrated library systems, such as Ex Libris Alma. Experience working in a library or an academic setting

Physical Demands

Sitting at a desk/table/Standing/walking

Lifting up to 25lbs

Location

University City – Philadelphia, PA

Additional Information

This position is classified as non-exempt with a salary grade of H . For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Please review the Benefits Brochure for some information on our benefits offerings.

The scheduled workday is set in accordance with departmental needs and may include evenings and weekends.

Special Instructions to the Applicant

Please make sure you upload your resume and cover letter when submitting your application.

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

Advertised:Oct 31 2022 Eastern Daylight Time
Applications close:Nov 30 2022 Eastern Standard Time