Library Access Services Specialist at InsideHigherEd

POSITION SUMMARY:Boatwright Memorial Library provides access to diverse, high-quality information resources and services advancing the University of Richmond's academic, research, and creative endeavors. We create welcoming physical and virtual spaces fostering learning, collaboration, and creativity, promote information literacy, and preserve the University's intellectual heritage. The Access Services Specialist plays a pivotal role by delivering exceptional user support, ensuring safety and security of users, materials, and facilities, and empowering users with essential resources and clear communication of library policies. This position includes both user-facing and technical duties, supervision of student staff, and management of fulfillment services, technical support, and facility operations to ensure a positive and secure library experience.JOB DUTIES/RESPONSIBILITIES:Technical and User Support

• Acts as manager-in-charge when designated, overseeing daily Access Services operations including fulfillment services and user account updates.
• Responds promptly and accurately to inquiries regarding library operations, programs, policies, procedures, and services; escalates complex questions to librarians or supervisors.
• Investigates and resolves issues related to overdue, lost, in-transit, or missing items and negotiates fees with users following established guidelines.
• Instructs users on proper use of equipment and troubleshoots problems with audiovisual devices, computers, printers, scanners, and other building technology.
• Records statistical data for user inquiries using online reference and helpdesk solutions.
• Reports operational problems at the Information & Assistance Desk to the Head, Access Services.

Library Support and Collaboration

• Performs collection maintenance tasks such as shelving, shelf-reading, cleaning, mending, and facilitates return of materials from departing faculty and staff.
• Completes activities related to print, electronic, and media reserves, coordinating with Assistant Head, Access Services to ensure timely availability.
• Conducts daily building checks per the Building Fitness Checklist, including doors, furniture condition, printer supplies, and mail delivery during evening hours.
• Reports building-related issues (hazards, lighting, stacks) to appropriate facilities personnel.
• Performs Floor Monitor duties according to Library and University Emergency Response Procedures during events and drills.
• Collaborates with librarians and library staff to cross-train skills supporting the service model and assists with outreach initiatives such as book displays and instructional programming.
• Manages cash receipts and financial transactions in compliance with university protocols, performs reconciliations, weekly cash verifications, deposits, and compiles monthly reports on fines, fees, and billing.

Leadership and Supervision

• Trains, mentors, and supervises up to 30 student employees, providing instruction on desk operations, library software, technology troubleshooting, and customer service expectations.
• Provides regular constructive feedback, supports student professional development, models effective customer service behaviors, and contributes to annual evaluations.
• Encourages reflection and skill-building to help students succeed in their current roles and future careers.

Collaboration and Engagement

• Actively participates in university culture and community, positively representing the library in all interactions.
• Participates in library committees as interested and represents Access Services as warranted.
• Assists the Library Outreach and Communications Manager with campus event representation and collaborates on narrative book displays highlighting the diversity of collections.
• Supports promotion of book displays through creation and dissemination of outreach materials including digital signage, flyers, and social media content.
• Develops and delivers instructional programs related to basic reference skills and library services, supporting liaison librarians as needed

SUPERVISION EXERCISED: Indirectly supervises up to 30 departmental students, including providing training and performance feedback, remedial coaching, and participation in annual evaluations. WORKING CONDITIONS/PHYSICAL EFFORT:

• Works indoors in an office-type setting with public interaction points.
• Ability to work varied hours between 6:30 am and 1:00 am seven days per week, based on academic calendar.
• Must be able to shelve books and handle materials weighing up to 25 pounds, with or without accommodation.
• Possible exposure to dust, mold, and particulates from library collections.
• Must be able to access and troubleshoot public computers, printers, copiers, scanners, and other equipment, including confined or hard-to-reach spaces, with or without accommodation.

QUALIFICATIONS:Knowledge, skills & ability

• Effective engagement and collaboration with diverse constituencies across complex organizational settings.
• Solid knowledge of academic library operations, integrated library systems, and Library of Congress Classification System.
• Creative and collaborative approach to teamwork, promoting diversity, equity, inclusion, and positive public engagement.
• Strong analytical skills, sound judgment, attention to detail, adaptability, and flexibility in responding to complex situations.
• Proficient troubleshooting of computer hardware/software; experienced with Microsoft Office Suite, Exchange, Windows, macOS, and internet applications. Familiarity with HTML, XML, and Oracle is a plus.
• Leadership skills developed through supervising and mentoring student employees.
• Strict adherence to confidentiality standards per university policy and Code of Virginia.
• Excellent administrative, written, and verbal communication skills; tactful and diplomatic in professional interactions.
• Skilled in managing multiple priorities under tight deadlines with accuracy and organization.

EDUCATION & EXPERIENCE:

• Bachelor's degree preferred; Associate degree with two to three years relevant experience considered.
• Two to three years of related library, non-profit, or customer service experience.
• Project management/process improvement experience desired.
• Prior supervisory or team leadership experience desired.
• Basic knowledge of cash handling principles.

WORK HOURS:

• Full-Time; Non-Exempt
• Sunday-Wednesday & Saturday 8:30AM-5:00PM

PAY STRUCTURE:

• Pay Grade 4 (Hiring range $18.18 to $22.72 per hour)