Virtual Reference Provider
(Non-Exempt)
Salary: $12.00 per hour
DEFINITION:
This is highly responsible work involving the provision of virtual reference service.
NATURE OF THE WORK:
This individual is responsible for performing multiple duties related to providing virtual reference services. Initiative, organizational skills, and collaboration with TBLC and cooperative partners is required.
A member of the Virtual Reference Team, this individual reports to the TBLC Special Projects Coordinator.
This is a one-year, part-time, grant-funded position.
DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS:
Extensive knowledge of:
Customer service, Internet resources, and online communication
Working knowledge of:
Library practices and reference work
Ability to:
Learn and effectively use the Springshare online platform to provide reference assistance to patrons using Florida’s Ask a Librarian service
Communicate with virtual reference patrons through e-mail, chat, and SMS to accurately assess their information needs.
Communicate effectively orally and in writing with individuals of varying technical expertise
Perform time-sensitive and complex tasks within a dynamic team environment, with a sense of urgency to meet deadlines and achieve goals; plan prioritize, coordinate, and schedule multiple concurrent activities within areas of responsibility; work independently or with others in a collaborative environment.
Use desktop applications such as email, word processing, spreadsheets, and web browsers in an online environment
Work evenings and weekends.
TRAINING AND EXPERIENCE:
Bachelor’s degree from an accredited college or university;
Recent experience with personal computers, online library services, and web searching;
Current enrollment in an American Library Association accredited program within the state of Florida.
EXAMPLES OF DUTIES:
- Staff the Ask a Librarian statewide desk to provide virtual reference services to patrons including answering incoming chat, email, and SMS inquiries.
- Use other computer related software and hardware as needed.
- Participate in live training opportunities or meetings to improve the quality of the Ask a Librarian service.
- Perform other duties as assigned or as situation dictates.