Provides support to the Resource Sharing and Reserve Services and Circulation units of the Access Services Department.
The LA 2 Late Night Supervisor coordinates and performs a variety of library tasks to support both Northwestern University Libraries (NUL) patrons and staff. Creates and maintains associated documents, and alerts supervisor of critical issues and upcoming events. Answers intermediate level questions about library resources including physical materials, electronic resources, computer hardware and software, and library digital initiatives. Provides superior customer service to internal and/or external customers and may act as point person for competency areas below, coordinating projects and services in those areas.
Hours: Sunday through Thursday 3:45 PM to Midnight
Must be able to lift and move a minimum of 20 pounds.
Processes course reserve requests for physical reserve items, e-journal articles and portions of books
Creates reading lists, adds citations and attaches items in Alma based on Ares course reserve requests.
Prepares materials for use on the reserve shelves.
Searches e-content and makes this accessible via Canvas.
Answers customer questions regarding reserves via phone and email
Seeks information and ideas from professional peers to answer questions and improve processes; Provides answers and input from our perspective to others.
Circulation Supervisor Desk
Handles questions from users over the phone, in person and via email.
Provides basic interpretation of policies and procedures including access, circulation, and space usage; explains and answers questions that may arise; recommends changes. Responds to unanticipated issues. Upholds Northwestern University standards of customer service. Finds solutions that balance library policy with patron satisfaction. May serve as a backup resource to Mudd Library patrons and customers.
Handles exception requests and serves as the resource person for student workers at the Circulation Desk.
Troubleshoots issues and advanced questions relating to the ILS and location of items. Serves as the resource person for student workers at the Circulation Desk. Provides basic interpretation of policies and procedures including access, circulation, and space usage; explains and answers questions that may arise; recommends changes.
Communicates and collaborates with security staff regarding non-routine situations, optimizes staff and user safety, and ensures an appropriate environment for study and other library work is maintained.
Opens and/or closes the library circulation desk depending on work schedule.
Processes ILL Borrowing requests
Performs basic and advanced fulfillment functions in the integrated library system (ILS), including checking in books received from other libraries and notifies patrons. Guides others in use of ILS.
Searches e-content and journal citations to make this accessible via ILLiad.
Answers customer questions regarding ILL in person and over the phone.
Collects statistics and reviews data to investigate trends. Communicates data information to supervisor. Prepares reports as requested.
Attends library and campus meetings as needed or recommended by supervisor.
Performs other duties as assigned.
A high school diploma, or the equivalent combination of education, training and experience from which comparable skills can be acquired
At least one year of experience in a library or equivalent environment
Significant customer service experience in a fast-paced library, retail, or similar environment
Exceptionally reliable and have demonstrated reliability in prior work experience.
Minimum Competencies: (Skills, knowledge, and abilities.)
Decision Making/Judgment: Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
Initiative: Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.
Customer Focus: Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
Adaptability/Flexibility: Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.
Collegiality: Being helpful, respectful, approachable, and team oriented.
Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement.
Problem Solving: Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
Quality: Is attentive to detail and accuracy committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
Familiarity with the Alma library services platform’s fulfillment and user management areas, Ares course reserves management software, and ILLiad interlibrary loan management software.
Experience with Microsoft Office and other productivity software packages.
Ability to work independently with minimal supervision.
Ability to handle multiple tasks and deadlines.
Excellent interpersonal, communication, and organizational skills.
Preferred Competencies: (Skills, knowledge, and abilities)
Creativity/Innovation: Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively.
Organizational Savvy: Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 37430
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.