Description
PALCI is seeking a part-time Resource Sharing & Member Services Support Coordinator to support our mission of facilitating cost-effective access to information resources and services for academic libraries in our region. This Coordinator position will play a pivotal role in directly supporting the resource sharing and consortium support needs of librarians and staff of PALCI’s member institutions. The individual selected will work closely with the Director of Resource Sharing & Member Services and other PALCI team members to ensure high-quality service and excellent organizational value. The position is eligible for annual reappointment, and has the potential to expand to a full time role in the future, contingent on funding and organizational need.
Responsibilities
Support Coordination & Member Liaison: Act as the first point of contact for PALCI members. Manage and track incoming support requests through email and FreshDesk, PALCI’s support ticketing system, and field correspondence as appropriate. Ensure timely and thorough resolution of all inquiries, closing the loop on any questions or issues.
Data and Member Account Management: Coordinate and maintain member data, including daily contact updates, account configurations, and program participation records, using tools like FreshDesk, ConsortiaManager, Basecamp, and WordPress.
Resource Sharing Support: Provide support for the EZBorrow consortial borrowing service and other PALCI resource sharing programs, including troubleshooting and coordination for service integrations (e.g., ILLiad, ILS integrations).
ReShare Implementation Support: Assist the Director of Resource Sharing & Member Services with new ReShare software implementations and the onboarding of new members, providing essential customer support throughout the process.
Other Programmatic Support, as assigned: Assist with daily support for PALCI programs, ensuring member satisfaction through proactive, member-focused service, clear communication, and continuous improvement efforts. Review, evaluate, recommend, and implement process improvements and procedures.
Internal Collaboration: Work closely with PALCI staff to identify and implement strategies that enhance member program success.
Service Knowledge: Develop and maintain an understanding of PALCI’s resource sharing programs and build a familiarity with all other PALCI services
Member Relationship Building: Cultivate and foster strong relationships with PALCI members through excellent customer service in order to enhance satisfaction and maximize the value delivered through PALCI programs and services. Contribute to developing a sense of community among members.
Meeting Coordination: Support the setup, scheduling, and logistics of PALCI events, including virtual community forums and committee meetings.
Web-based Communications and Content Management: Review and manage content for the PALCI website, Basecamp, listservs, and other information portals. Support the development of member communications and reports.
Professional Engagement: Stay informed about relevant issues and trends affecting the consortium and member institutions by actively engaging with and participating in the professional community.
Other Duties: Perform additional tasks as assigned.
- Part-time (17.5 hours per week), with possibility for future full-time role
- Non-exempt, 100% remote work position;
- The ideal candidate will work 3 consecutive hours per day, 5 days per week, M-F;
- Eligible to receive monthly phone stipend ($95/mo) and 5% employer retirement contribution to
- 403(b);
- Competitive hourly wage commensurate with experience
Requirements
Education
- Bachelor's degree, or its equivalent in training and experience
- ALA-accredited MLS degree, a plus
Experience - Required
- Familiarity with the current academic library and technology environments, language, and culture, with a strong grasp of library needs and practices
- Demonstrated experience with providing direct customer service
Experience - Preferred
- Familiarity and professional experience with resource sharing and interlibrary loan practices in libraries
- Experience working in libraries with library systems, consortial environments, library vendors or similar professional experience
- Experience with marketing, communications, web editing
Demonstrated Knowledge, Abilities, & Skills
- Willingness to learn, and comfort with new technologies and systems
- Outstanding interpersonal, organizational, and analytical skills
- Commitment to exceptional, proactive customer service and communications with strong attention to detail
- Evidence of ability to work independently and as part of a team in remote work settings
- Ability to take initiative, remain flexible, think creatively, demonstrate positivity and enthusiasm, problem solve, propose solutions, embrace change, thrive in a fast-paced environment, and learn on the job
- Success in effective teamwork, collaboration, and communications
- Ability to maintain effective working relationships with multiple diverse audiences and higher education employees at all levels
- Strong working knowledge of Google Apps and Google Drive, and Adobe and Microsoft Office Suite preferred