Patron Services Coordinator - Program Coordinator

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.