Library Support Senior Specialist-Customer Experience Coordinator_

Job Description:General Job Description: Staff members in this sub-family apply technical knowledge and skills in support of library services and information management.General Job Responsibilities:+ Responds to inquiries via telephone, email, live chat, and in person that require a broad and deep knowledge of library procedures, resources, operations, and policies.+ Supervises the work of classified and/or student workers.+ Performs job responsibilities effectively and independently within scope of authority.+ Expertly utilizes specialized tools, software, and databases to perform tasks or assist customers.+ Creates and updates complex data in library and/or University databases and troubleshoots and resolves difficult problems using established standards and job experience. Troubleshoots issues and resolves difficult problems.+ Oversees functional operations of a service and/or service point and considers established standards and job experience when troubleshooting and resolving difficult problems.+ Advises internal and external customers and vendors on procedural matters and responds to varied and complex questions.Department Specific Job Description: Ohio University Libraries are seeking user-focused and detail-oriented applicants with a commitment to continuous improvement to serve as the customer experience coordinator. Under the direction of the Head of User Services, this position coordinates service desk activities and circulation services with the goal of providing excellent customer/user experience in support of teaching, learning, and research excellence at Ohio University. This position provides in-person and virtual help services to faculty, staff, and students at a service desk. The customer experience coordinator analyzes user needs and behaviors to inform recommendations for improvements to procedures, protocols, and desk staff practices for Alden Library help services. They oversee the scheduling of multiple service points in Alden Library and provide documentation and training for help desk staff. The position creates and maintains user-focused web content under the direction of supervisor. The coordinator also assesses and analyzes study space and building usage trends to improve end-user experience.Department Specific Job Responsibilities:·+ Creates and maintains the service desk staff schedule. ·+ Collaborates with the student employee supervisor on student schedules. ·+ Advances the culture and initiatives of user experience, student employee & student engagement, and customer service throughout the work of the department, other service desk staff, and the larger library organization.+ Creates and updates library web pages, online FAQs, guides, and other on-demand web-based instructional content.+ Communicates policy and procedural updates to dept staff via email and the staff intranet portal.+ Leads departmental work to assess and improve the user experience for patrons in library physical spaces as well as users of our online library resources.+ Partners with colleagues to continually improve customer services at all service points.+ Serves as essential staff to maintain library operations during campus emergency closures.+ Maintains library floor plans, library hours and building schedules, and coordinates with Access Control.+ Collaborates with library colleagues to manage study room, library classroom and meeting room calendars.+ Creates, compiles, maintains, and utilizes system statistics and reports to evaluate workflows and operations and develop enhancements to circulation, course reserves, reference services and study spaces.+ Serves as a backup to open the building on time.Minimum Qualifications:Specialized knowledge of library/museum activities. Extensive experience in libraries and advanced understanding of relevant policies and procedures typically obtained by a bachelor’s degree and a minimum of 4 years of library/museum experience. An equivalent combination of education, training, and experience is acceptable.Specific knowledge, certifications, and licensure will apply at the position level.Preferred Qualifications:+ Experience creating staff schedules.+ Experience designing and delivering staff training.+ Demonstrated effective communication across multiple channels, including email, Teams chat, telephone, and in-person.+ Knowledge or familiarity with assessing user feedback to improve the user experience. Knowledge or experience with Excel or other data analysis tools.+ Knowledge or experience with creating and editing user-focused web content.+ Experience providing in-person and virtual help services to diverse populations.Planning Unit: LibraryDepartment: LibraryApplicants may contact this person if they have questions about this position: Chad Boeninger, Head of User Services, boeninge@ohio.eduEmployment Type: full-time regularAdvertised Salary:Starting pay range $19.38 – $24.70 hourly rate.