User Services Coordinator - Libraries

User Services Coordinator

The Boston University Libraries seek a User Services Coordinator who can deliver excellent, welcoming, and responsive customer service to the University and extended user communities by coordinating and monitoring the daily operations of the library’s service desks. The User Services Coordinator is responsible for mentoring, monitoring, and managing the efforts of the library’s student workforce.

Responsibilities:

1. Hires, trains, schedules, supervises, and evaluates student employees staffing the Library Service Desk.
2. Assists in the development of training, assessment, and other impactful practices and initiatives.
3. Oversees and provides excellent customer service at the service desk. Provides day-to-day guidance on prioritization and delegation of responsibilities and tasks to service desk staff. Reports and addresses any emergent issues in staffing or service provision to management.
4. Identifies areas for collaboration and support in service delivery across the libraries. Produces training and documentation enabling full-time and student staff to readily cross-train and support evolving departmental needs.
5. Participates on relevant departmental and library-wide committees and working groups as directed to advance emergent and long-term strategic needs of the libraries to advance and improve the experience of library users across the BU Libraries system.

Required Skills:

• Bachelor’s degree
• 1-3 years of relevant experience