Position Title:

Library Customer Experience Supervisor

Position Type:

Regular

Salary Range:

$24.17 per hr – $27.78 per hr; commensurate with experience

Pay Frequency:

Hourly

A. POSITION PURPOSE

The Library Customer Experience Supervisor provides excellent customer service to all library users in-person at the Library Help Desk service point, online, and by phone. They perform specialized duties requiring broad knowledge of general library operations and/or materials. They continually assess the customer’s experiences and provide recommendations to Library Management for improvements to physical and digital services. This Supervisor ensures that the physical and virtual library environment is maintained to be accessible and usable by the library’s customers. They maintain the publicly accessible book stacks with the assistance of student employees.

The primary schedule for the Library Customer Experience Supervisor is Monday through Friday, 9:00 a.m. – 6:00 p.m. Adjustments in this schedule may be required as a function of the academic calendar, e.g., intersession, summer hours and staffing requirements.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Customer experience supervisor (40%)

In collaboration with other library staff, assesses the Library’s physical space to ensure usability and accessibility, paying particular attention to diversity, equity, and inclusion requirements. Makes recommendations for improvements to continuously improve the usability of the library’s spaces.
Curates Library website content in collaboration with the Web Working Team.
Reviews website content for accuracy, timeliness, and consistency with the organization’s voice, brand, and mission.
Reviews website content and presentation to ensure that diversity, equity and inclusion requirements are met.
Regularly surveys customers in various ways to ensure that satisfaction with the library’s in-person services remains high.
Leads the Library’s efforts to continuously improve signage and wayfinding.
Collaborates with the Communication & Events Coordinator on social media and digital outreach strategies to promote the Library’s website, materials, and events.
Assists with displays and exhibits as needed.

2.Stacks manager and supervisor (30%)

Manages the Library’s publicly accessible stacks. This includes shelving, shelf reading and inventory control. Performs regular checks for missing and lost items.
Ensures that the physical items are maintained neatly and accurately.
Hires, trains, supervises, and evaluates student employees in collaboration with the Help Desk Manager to support stacks management.
Creates and maintains student and staff training materials relating to stacks management.
Identifies improvement opportunities in all areas of stacks management and recommends and implements changes.

Manages physical course reserves in collaboration with the Circulation Supervisor.
Communicates directly with faculty concerning reserve materials and library policies.
Recommends changes and improvements to Course Reserve policies and procedures.

3. Staffs Library Help Desk (20%)

Staffs the Library Help Desk during scheduled hours.
Uses the integrated library system to circulate materials (checkout, check-in, place holds, etc.) to members of the Santa Clara University community.
Assists patrons in locating materials in the Library.
Provides courteous directional and informational assistance and simple reference assistance to users, requiring a general knowledge of the library’s physical facility, organization, collections and policies.
Refers complex questions to the appropriate individual or department.
Effectively communicates library policies, including circulation privileges, to library patrons.
Opens/closes and secures the library when required
Supervises and trains student workers assigned to the Library Help Desk.
Regularly reviews holds shelf and removes expired holds.

Other Duties as Assigned

C. PROVIDES WORK DIRECTION

Supervises student employees engaged in stacks maintenance.

D. GENERAL GUIDELINES

Recommends initiatives and implements changes to improve quality of library services.
Maintains positive communication with customers and solicits feedback for improved services.
Maximizes productivity through use of appropriate tools; plans training and performance initiatives
Researches and develops resources that create timely and efficient workflow.
Prepares progress reports; informs supervisor of project status. Ensures completeness, accuracy and timeliness of all operational functions.
Prepares and submits reports as requested and required.
Develops and implements guidelines to support the functions of the unit.

E. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the preferred knowledge, skills, abilities, education, and experience.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.

Knowledge

Broad knowledge of general library operations

Skills

Demonstrated excellence in providing high quality customer service.

Applies sound decision-making and is able to communicate complex information during interactions whether in person, by telephone or via email.

Applies sound problem solving skills and makes daily decisions regarding project workflow and service activities based on Library priorities and shifting resources accordingly.

Abilities

Able to proactively learn and maintain skills in user support to meet changing expectations.

Able to communicate effectively.

Education

Associate’s or Bachelor’s degree or an equivalent combination of education and experience are required Years of Experience – At least two years of library or front-line customer service experience is required

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

Ability to lift 25 pounds of material and manage carts filled with books and other materials. Must be able to process large quantities of books during peak book return periods at the end of each quarter
Considerable time is spent at a desk using a computer terminal.

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job:

Typical office environment,
Mostly indoor office environment with windows,
Offices with equipment noise,
Offices with frequent interruptions.

EEO Statement

Equal Opportunity/Notice of Nondiscrimination

Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University’s equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. The Title IX Coordinator and Section 504 and ADA Coordinator is Jenna Elliott, Interim Director of Equal Opportunity and Title IX, 408-551-3043, jrelliot@scu.edu , www.scu.edu/title-ix. Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources, and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu.