Customer Experience Specialist - 121993
Job Description
#121993 Customer Experience Specialist
Filing Deadline: Wed 3/22/2023UC San Diego values equity, diversity, and inclusion. If you are interested in being part of our team, possess the needed licensure and certifications, and feel that you have most of the qualifications and/or transferable skills for a job opening, we strongly encourage you to apply.
For the safety and well-being of the entire university community, the University of California requires, with few exceptions, that all students, faculty and staff be vaccinated against the COVID-19 virus and influenza before they will be allowed on campus or in a facility or office. For more information visit: Flu Vaccine Mandate / COVID Vaccine Policy
UCSD Layoff from Career Appointment: Apply by 3/13/23 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 3/22/23. Eligible Special Selection clients should contact their Disability Counselor for assistance.
DESCRIPTION
The Spaces, Lending, & Access (SLA) program strives to inspire and enable the effective discovery, use, creation, and exchange of knowledge to help Library users achieve their academic goals. Through our high-impact, high-use services, our staff are committed to innovative thinking, continuous improvement, a focus on the user experience, operational efficiency, and high standards for customer service. We offer service delivery that is cohesive, holistic, and intuitive for users. Service offerings include learning spaces and furnishings, collection access (excluding Special Collections & Archives), point-of-contact informational assistance to users, lending, course reserves, technology and equipment, collection maintenance, user assessment, and student-focused engagement. In partnership with the Technology and Digital Experience (TDX) program and other programs with a role in defining and assessing the digital user experience, SLA provides leadership in exploring, shaping, and operating technology platforms central to the use of our services and offerings.
Provides physical and remote public service staffing, including material check-out service and account creation and management. Provides orientation to UC San Diego Library services, collections, equipment, and facilities including escorting users as needed.
Assists users in connecting their own devices to the UCSD-Protected and UCSD-Guest wireless network. Provides assistance, training, and troubleshooting for Library equipment; assisting with maintenance, troubleshooting, and problem reporting as needed.
Responsible for opening and closing the Library at assigned times, and serves as back-up for overseeing the safety and security of the Library, its users, and its collections, including assuming full responsibility for building evacuations and emergency response coordination in the absence of a supervisor.
Primary work location: UC San Diego, La Jolla Main Campus.
Regular schedule: Sunday-Thurs 1:45pm- 10:15pm. Must accommodate work schedule exceptions during expanded hours, holidays, intersessions, short staffing, and summer. This position is a designated closer on Sunday.
- A cover letter is required for a complete application.
QUALIFICATIONS
A Background or experience in a customer service or high public contact environment.
Ability to inform users about available resources and tools, including orienting and navigating the Library.
Ability and skill to sensitively handle difficult user interactions and resolve customer complaints.
Demonstrated ability to maintain regular attendance and be punctual.
Strong interpersonal skills including tact, diplomacy, flexibility and a positive and friendly disposition including the ability to communicate with tact and diplomacy with a diverse clientele
SPECIAL CONDITIONS
- Job offer is contingent upon satisfactory clearance based on Background Check results.
Pay Transparency Act
Annual Full Pay Range: $49,527 - $64,227 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $23.72 - $30.76
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).
To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html
UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.
Application Instructions
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