Job Description

Provides assistance at the service desks. Using independent judgment, responds to or refers requests. Answers directional and basic information questions about YUL and Yale University using print and electronic resources. Assists patrons in searching online resources for known and unknown library resources. Charges and discharges library materials. Uses Reservations software to circulate media equipment. Serves as a resource for information regarding all types of Yale-issued ID cards and the associated level of privileges. Registers incoming Yale constituents or updates accounts accordingly. Creates and/or updates library accounts for non-Yale patrons and Yale alumni. Using knowledge of library privileges pass options, determines eligibility of non-Yale patrons and administers library privileges. Troubleshoots problems with patron accounts and refers problems as necessary. Monitors and corrects problem accounts. Assists patrons in locating microform and operating microform machines in the Microform Reading Room. May assist with Ask Yale Library virtual reference service by monitoring and responding to incoming patron emails and covering chat services. May serve as a resource for students performing retrieval and processing functions. Resolves or refers problems to daytime Retrievals Processing staff as appropriate. May review and process patron-initiated claims for returned or lost items and resolve fine disputes. May bill patron accounts or issue refunds as appropriate. May assign and renew library study carrels and shelves to eligible library patrons. Assists with support for patrons in use of productivity software, courseware and other applications. Troubleshoots and addresses problems with public workstations, equipment for loan, patron-owned equipment, copiers, printers, scanners and other technology equipment and refers unresolvable problems to appropriate next level. Responsible for: opening and closing the library; reporting security issues; resolving patron disputes when possible or referring patrons to the appropriate supervisor; identifying, reporting and documenting facilities problems and emergency situations according to procedures. Performs additional related duties and assists with special projects as assigned across SML/Bass departments and distributed libraries. May be required to work holidays and recess days; may be required to substitute evenings and weekend.