Patron Services Coordinator - Program Coordinator

About UIS

Located in the state capital, the University of Illinois Springfield is one of three members of the University of Illinois system. The University serves more than 4,000 students in 44 graduate and 56 undergraduate programs.

Summary

Provides strategic coordination of patron services that are aligned with the library mission and best practices in patron services. Responsible for coordinating work of student employees in area of responsibility. Ensures that exemplary customer service is the daily goal of the User Services Department.

Responsibilities

• Coordinates day-to-day operations of the Library Main Desk and activities that facilitate circulation and patron services.
• Coordinates work and activities to meet department goals and set project deadlines for areas of responsibility.
• Assists in planning, implementing, and evaluating departmental projects.
• Provides training to departmental and library staff as needed.
• Coordinates the hiring, training, development, and evaluation of student employees in areas of responsibility.
• Develops and implements training curriculum and assessment with a focus on student employee development and quality customer service.
• Coordinates student employee schedules, manages student employee tasks and projects and processes student employee timesheets.
• Responsible for data collection in areas of responsibility, including desk statistics and patron satisfaction surveys.
• Creates reports and analyses data to inform and improve services and operations.
• Monitors patron accounts with lost materials, communicates with patrons to ensure that materials are returned or process replacement fees or materials as needed.
• Provides customer service in-person, on the phone, and online.
• Resolves complex patron inquiries and evaluates the need to override or grant exceptions to policies and procedures.
• Monitors the building while on duty, which includes processing work orders to facilities, and contacting facilities or campus police as needed.
• Performs basic tasks and duties in the instance that the department is short-staffed and operations need to be completed.
• Schedule includes working nights and weekends as needed.
• Pursues professional development activities to expand knowledge and maintain currency.
• Serves on library, campus, and professional committees.

Minimum Qualifications

• Bachelor's degree.
• A total of one (1) year (12 months) in education, training and/or work experience in the area of specialization inherent to the position. (Note: Master's Degree in an area consistent with the duties of the position may be substituted for one (1) year of work experience.)
• Minimum of 1 year of Library circulation experience OR minimum of 1 year of experience working directly with students in higher education.

Knowledge, Skills & Abilities

• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Skill in analyzing information and evaluating results to choose the best solution and solve problems.
• Skill in scheduling events, programs, and activities, as well as the work of others.
• Skill in oral and written communication.
• Ability to adjust actions in relation to others' actions.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to develop goals and plans to prioritize, organize, and accomplish work.
• Ability to work effectively with staff, the public, and outside constituency groups.
• Ability to effectively plan, delegate, and supervise the work of others.
• Ability to utilize various computer software packages, such as Accounting Software, query, etc.
• Ability to work independently and exercise judgment in order to be able to analyze and investigate a variety of questions or problems.
• Ability to analyze and develop guidelines, procedures and systems.