Role Description This professional role provides and promotes effective delivery of virtual reference services that facilitate student development and achievement of learning outcomes. This position is highly customer focused and is often the first point of contact with the library staff. This position reports to the Manager – Reference Services and works cooperatively with other library staff to support library services. - Provide reference and research services for students, faculty and staff. - Assist users in developing effective skills, competencies, and strategies using library databases, Generative AI library tools, and other online resources. Reference: - Assess the nature of reference queries to determine desired information need. - Assist students, faculty, and staff in using library resources and services, including instructional and technical assistance in established modes: email, chat, appointments via ZOOM, etc. - Demonstrate initiative in promoting and maintaining learner-and-customer focused services and culture. - Promote library services and instruction. - Troubleshoot technical library problems with students and work towards immediate resolution or accurate escalation. Operational Tools & Resources: - Update and maintain library instruction resources, team training materials and operational job aids, including library guides, FAQ’s, internal tracking lists on SharePoint, etc. Professional Development & Team Collaboration: - Attend and participate in team meetings and serve as needed on project teams. - Attend and participate in team training and personal development opportunities. - Remain current on technologies or trends that enhance teaching and learning. - Create annual goals and provide feedback on your performance. Qualifications - Strong commitment to customer service. - Experience working with adult students and delivering reference services to a diverse population. - Ability to work effectively both independently and as a team member with diverse faculty, staff and students in a dynamic, rapidly changing environment. - Ability to spend majority of time interacting with people via phone and computer. - Knowledge of library research and online searching, including databases embedded with AI research tools. - Strong organizational and analytical skills, commitment to accuracy and attention to detail. - Excellent interpersonal, written and verbal communication skills. - Demonstrated ability using Microsoft Office computer applications. - Experience with SnagIT, Libguides, and Kaltura preferred. - Demonstrated ability to locate, understand, and interpret bibliographic citations. - Demonstrates initiative and responsibility. - Demonstrated ability to prioritize and meet deadlines. Requirements - Two or more years of relevant reference librarian experience in an academic library are required. - A Master of Librarian & Information Science (MLIS) or a Master of Library Science (MLS) from ALA accredited institution (required). - Broadband or high-speed internet connection required (No Satellite internet). - Work location: Remote or virtual (work from home). - Must be able to travel 0-10% of time. - Must be able to lift 20lbs. - Typical office setting. - Mobility within the office including movement from floor to floor. - Travel via plane, car, and metro may be required to perform this job. - Must be able to work more than 40 hours per week when business needs warrant. - Access information using a computer. - Effectively communicate, both up and down the management chain. - Effectively cope with stressful situations. - Strong mental acuity. - Regular, dependable attendance and punctuality are essential functions of this job. - Other essential functions and marginal job functions are subject to modification. Benefits - Comprehensive package of benefits to employees scheduled 30 hours or more per week. - Medical, dental, vision, life and disability plans. - Well-being incentives, parental leave, paid time off, certain paid holidays. - Tax saving accounts (FSA, HSA). - 401(k) retirement benefit. - Employee Stock Purchase Plan. - Tuition assistance. - Entertainment and retail discounts. - Non-exempt employees are eligible for overtime pay, if applicable. Required Work Hours - Monday - Wednesday from 9 am to 6 pm Central. - Thursday - Friday from 9 am to 6 pm Central OR 8 am to 5 pm Central. - Must work a Tuesday - Saturday schedule four months out of the year (Rotate Saturday shifts a month at a time with colleagues).