Patron Services Coordinator - Program Coordinator

University-of-Illinois-Springfiel; Springfield (IL); On-site; USD 52,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Retirement plan

Paid time Off

Tuition waivers for employees and/or a

Job summary

University of Illinois Springfield seeks a driven professional to coordinate patron services in the Library Main Desk. You will lead student employees, ensure excellent customer service, and oversee desk operations to meet department goals.

The role involves data collection, reporting, and occasional night/weekend coverage. A Bachelor’s degree and at least one year in a related area are required; experience with library circulation is a plus.

Qualifications

• Bachelor’s degree required.
• One year of education, training or work experience in the area of specialization.
• Experience in library circulation or higher education settings preferred.

Responsibilities

• Coordinate day-to-day operations of the Library Main Desk and patron services.
• Supervise student employees, schedule tasks, and manage timesheets.
• Collect data, generate reports, and monitor patron accounts and statistics.
• Provide in-person, phone, and online customer service; handle policy exceptions.
• Pursue professional development and participate in committees.

Skills

Curriculum design

Training delivery

Communication

Staff supervision

Data analysis

Education

Bachelor’s degree

Job description

Posting Category:

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. You are encouraged to visit the university web page at http://www.uis.edu .

Minimum Starting Salary: $26.67 per hour / 37.5 hour work week

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.

Duties & 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:

1. Bachelor’s degree.
2. 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.)
3. Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position, may be required: Minimum of 1 year of Library circulation experience OR minimum of 1 year of experience working directly with students in higher education.

Specialty Factors:

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

Employment Policies and other information:

Failure to accurately describe work experience, or failure to submit college transcripts may result in an applicant not being admitted to the exam.

The University of Illinois System is an equal opportunity, affirmative action employer dedicated to building a community of excellence, equity, and diversity. We are committed to fostering an inclusive environment and we welcome applications from qualified individuals of all backgrounds and identities. The University of Illinois System does not discriminate against any applicant or employee based on their real or perceived race, color, religion, sex, national origin, ancestry, age, order of protection status, genetic information, marital status, disability, sexual orientation including gender identity, unfavorable discharge from the military or status as a protected veteran and will comply with all federal and state nondiscrimination, equal opportunity and affirmative action laws, orders and regulations. Visit University of Illinois Non-Discrimination Statement

The University of Illinois System conducts background checks on all job candidates upon acceptance of a contingent offer of employment. Convictions are not a bar to employment. Background checks will be performed in compliance with state and federal law.

The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current and former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit Policy on Consideration of Sexual Misconduct in Prior Employment .

This position is intended to be eligible for benefits.

• Health
• Dental
• Vision
• Life Insurance
• a Retirement Plan
• Paid time Off
• Tuition waivers for employees and dependents

UIS employment in this role is not covered by Social Security, and instead, is covered by the State University Retirement System.

• You will not pay Social Security taxes and your earning will not be on your Social Security Record. (Your record will, however, show your Medicare wages.
• Your pension from the State Universities Retirement System may affect the amount of your:

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted by contacting UIS HR at [e-mail] or call 217-206-6652.

***Please Note: All postings close at 5:00pm CST on the posting close date.***

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The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

University of Illinois at Springfield Annual Security and Fire Safety Report

The University of Illinois Springfield Annual Security and Fire Safety Report is available. This report includes statistics from the previous three years concerning reported crime that occurred on campus, in certain off-campus buildings or property owned or controlled by the University of Illinois Springfield campus and statistics for fires in on-campus student housing. The report also includes institutional policies concerning campus security and other safety information along with fire safety policies and procedures. To access the report online:http://www.uis.edu/about/overview/safety/

To obtain a hard copy: University Police Department, University of Illinois Springfield, One University Plaza, MS PDB1, Springfield, IL 62703-5407

University of Illinois at Springfield . One University Plaza . MS HRB30 . Springfield, Illinois 62703 . 217-206-6652. www.uis.edu/humanresources