Under general supervision, the Customer Service Representative performs specialized customer service at the NU Libraries welcome desks assisting faculty, students, staff and visitors. Performs collection management, patron-facing tasks related tasks at the circulation desk as well as supporting library safety and security.
Welcome Desk Services:
Greets patrons and guests as they enter the library and provides a friendly and welcoming presence.
Answers patron directional questions and makes appropriate referrals both in-library and to other campus buildings or services.
Explains library policies and procedures.
Registers non-Northwestern patrons in EasyLobby, prints out visitor badges.
Verifies affiliations in the University’s online directory.
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.
Other duties as assigned.
High school diploma or the equivalent combination of experience, education, and training from which comparable skills can be acquired.
Customer service experience
Minimum Competencies: (Skills, knowledge, and abilities.)
Customer focus – Regularly monitors customer satisfaction; provides suggestions to improve quality for the customer.
Multi-Tasking – Demonstrates ability to work on multiple projects simultaneously.
Adaptability – Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.
Collegiality – Being helpful, respectful, approachable, and tem oriented; builds strong relationships and a positive work environment.
Problem solving – Formulates realistic plans and contingencies and establishes appropriate measurements of anticipated results.
Communication – Communicates effectively one-to-one, in small groups and in public speaking contexts; writes precise, well-organized emails, letters, proposals while using appropriate vocabulary & grammar.
Collaboration – Facilitates open and effective communication, cooperation and teamwork within and outside of one's own team; respects the needs and contributions of others.
Efficiency/Dependability – Effectively performs duties and responsibilities; displays attention to detail; supports organizational policies; anticipates demands/pressures of assignments and adjusts accordingly.
Initiative – Exhibits energy and desire to achieve; sets ambitious goals and acts decisively; takes action that no one has requested to improve or enhance job results and avoid problems.
Judgment – Demonstrates logic, rationality and objectivity; shows common sense; uses all available information to make educated decisions.
Experience in a fast-paced university setting.
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: 39985
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.