Job Description:

• Manages the day-to-day operations of the interlibrary loan department and sets daily and weekly priorities. Documents and updates departmental procedures accordingly.

• Hires, trains, supervises, and schedules, in coordination with the Head of Reserves, approximately 27 (8 FTE) student assistants employed in the shared Document Delivery Services student pool.

• Troubleshoots and resolves procedural and technical problems related to interlibrary loan requests, billing, and shipments. Acts as a resource to clerical staff in interlibrary loan. Refers complex problems to Head of ILL as appropriate.

• Provides customer service. Answers inquiries from University of Chicago patrons and staff at other institutions concerning interlibrary loan policies, request problems, lost or damaged shipments, and billing in person, over the phone, and via email and online ticketing.

• Manages interlibrary loan billing, payments and replacement processes. Issues invoices for services and replacements. Processes and deposits payments and accepts replacements from other institutions. Pays invoices due to other institutions and purchases replacement copies as needed.

• Processes difficult interlibrary loan requests.

• Manages unit supply inventory, including shipping materials.

• Maintains changes in systems and software that support effective provision of library services. Facilitates communication about changes in policies and procedures to library patrons and staff.

• Has general awareness on matters relating to a specific library section. Collaborates with senior management to develop guidelines, policies, and procedures.

• Performs other related work as needed.

Preferred Qualifications

Education:

• Bachelorâ™s degree or other advanced degree.

Experience:

• Working knowledge of library procedures.

• Experience in a library, higher education, or related environment.

Preferred Competencies

• Excellent critical thinking and problem-solving skills (utilizing appropriate resources to resolve issues).

• Strong customer service skills.

• Ability to build high performing team and drive team member engagement.

• Ability to communicate effectively and with influence, both in writing and orally.

• Ability to utilize emotional intelligence to interact with users and staff professionally, respectfully, and empathetically.

• Ability to supervise and manage team members.

• Ability to coordinate the work of others.

• Ability to exercise sound judgment.

Working Conditions

• Ability to carry or lift loads of up to 30 lbs, push and pull loaded book trucks.

• Ability to use computers extensively for 4 hours or more.

• Ability to make repetitive wrist, hand, or finger movements.

Application Documents

• Resume/CV (required)

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

About University of Chicago (UC)

One of the world's premier academic and research institutions, the University of Chicago has driven new ways of thinking since our 1890 founding. Today, UChicago is an intellectual destination that draws inspired scholars to our Hyde Park and international campuses, keeping UChicago at the nexus of ideas that challenge and change the world.

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