The principal role of the Customer Service Student Assistant is to perform excellent customer service within the Jerry Falwell Library by answering basic directional, research, and computer or technical-related questions from all library customers.
This is a professional position that demands courteous and polite interactions with the service population, and an obvious, vigilant posture while staffing the service desks.
This position reports either to the Learning Commons Manager or Curriculum Library Manager.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
1.
This position reports directly to the Curriculum Library Manager.
2.
Provides research assistance to customers in locating library resources using basic database, electronic book and computer searching techniques.
3.
Assists patrons with the use of the materials of the Curriculum Library, lamination, purchasing, binding, and copying.
4.
Performs general duties such as completing hourly counts, providing directions, and doing what is needed to maintain a clean and clutter-free environment conducive to study.
5.
Completes special projects as assigned by supervisor.
6.
Answers the Curriculum Desk phone, giving proper and precise directions to places within the library as well as across the campus, and directing questions to librarians and other departments as necessary
7.
Maintains a vigilant posture to identify customers who may need assistance and/or customers who may be exhibiting behavior that is problematic to other customers.
8.
Demonstrates the ability to work in and with diverse populations, supporting an equitable and inclusive environment.
9.
Remains abreast of existing and emerging technologies, processes, products, services, and leading industry performance benchmarks.
10.
Works effectively as a team member, embracing and fostering LU’s mission.
QUALIFICATIONS AND CREDENTIALS
Education and Experience
Grade point average of 3.
0 or above is preferred.
At least one year of college education preferred.
Work Study status is preferred.
Previous customer service experience preferred.
Second language proficiency preferred.
Some knowledge of the Library of Congress classification and call number system preferred.
ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB
Communication and Comprehension
Ability to effectively communicate both verbally and in writing to convey clear, well-articulated information.
Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
Possess public communication skills that allow professional representation of Liberty University to a variety of business and community customers and associates.
Strong organizational skills.
Ability to work independently and exercise good judgment and discretion.
Promptness and reliability to follow and record scheduled hours.
Willingness to provide behavioral direction in a consistent, firm, congenial, and God-honoring manner.
Displays an attitude of courtesy, respect, and tact in dealing with others.
Ability to read call number labels quickly and accurately.
Problem Solving
Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
Ability to efficiently prioritize and complete tasks.
Quick-thinking with the ability to resolve potentially problematic issues with customers.
Physical and Sensory Abilities
Occasionally required to travel to local and campus locations.
Frequently required to sit for extended periods to perform deskwork or type on a keyboard.
Regularly required to hear and speak in order to effectively communicate orally.
Regularly required to stand, walk, and climb stairs to move about the building.
Regularly handle materials, reach overhead, kneel or stoop in order to conduct business.
Regularly lift 40 or fewer pounds and push book carts weighing up to 250 pounds.
WORKING CONDITIONS
Work Environment
The working environment in which one will typically perform the essential functions of this position is a climate-controlled office setting.
It is well lighted, and the noise level is moderate.
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