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Purpose of Position:

The Interlibrary Loan Specialist manages all functions related to the library’s interlibrary loan service, including borrowing, lending, copyright, customer service, software management, technology troubleshooting, and data analysis and reporting. This is an essential resource delivery service that provides print and digital information to all students, faculty, and staff. This service is also part of a nation-wide network of academic libraries that share resources; this position serves as the lead representative in this network.

Primary Responsibilities:

• Manages all functions related to the library’s interlibrary loan service, including borrowing, lending, copyright, customer service, software management, technology troubleshooting, and data analysis and reporting. This includes processing interlibrary loan requests for borrowing and lending. Managing communications with vendors, lending libraries, borrowing libraries, and customers in a timely and respectful manner via telephone, email, and in-person is also expected.
• Provides high-quality customer service at the front-line Access Services desk by keeping up to date on library policies, procedures, services, collections, technologies, facilities, and initiatives.
• Trains other staff and student employees, when appropriate, in fulfilling interlibrary loan requests and provides guidance when difficult questions or issues arise.
• Proactively initiates interlibrary loan workflow improvements and customer service enhancements in alignment with trends and software developments. Recommends service-related policies, implementation plans, and assessments.
• Performs other duties as assigned, including serving on library and university committees, groups, and teams, as appropriate.

Qualifications:

• Bachelor’s degree in business, hospitality, communications, human services, social sciences, humanities, library science, or a related discipline.
• 2 years of experience in customer service.
• Understanding of copyright.
• Understanding of, and passion for, improving user experience in a busy service environment.
• Ability to do basic troubleshooting of ILL software and IT equipment, including network printers, photocopiers, scanners, etc.
• Ability to handle routine financial transactions.
• Ability to analyze problems, and make independent decisions in a dynamic, iterative environment.
• Demonstrated ability to create a work environment that promotes teamwork, diversity, equality, and inclusiveness.
• Excellent verbal and written communication skills.