Library Technician (Senior Accounts Representative)Please share widely!
This position is a GS-09,
$61,947, located in Washington, D.C. It's a great opportunity for someone with experience working with user accounts in an ILS, no master's degree required.
The purpose of the position is to manage accounts and resolve account discrepancies; serve as an authority on lending records, accounts and policies concerning establishing accounts for all categories of users; determine the loss or receipt of an item by verifying whether the item is in the collection or not; identify the return of an item and resolve the problems, if an investigation supports the decision. Performs searches in all major bibliographic databases and utilizes all bibliographic tools available in the Library, automated and manual; this includes using and consulting the custodial divisions that maintain special collections.
Responds to and approves requests for accounts by phone or email. Works closely with the Congressional Account Manager for each Congressional office to verify, request and establish accounts, explain policies and procedures concerning accounts, notify clients of new accounts and ensure the return of overdue staff items and the return of material from departing staff.
Uses the integrated library system (ILS) to expire these accounts, or in the case of a staffer changing offices, to update the staffer's account to reflect the new office or committee, monitor accounts, and works with Congressional Account Managers and staff to answer questions concerning specific accounts. Ensures the confidentiality of all account information for members and staff, including what material is charged out to a specific individual, and personal information including member's phone numbers.
Serves as a liaison between the Library of Congress and specific Congressional offices.
Has the authority to temporarily restore borrowing privileges to Congressional staff accounts that are overdue, after first communicating with the account holder or Congressional Account Manager to make arrangements for the return of the item or payment for the item after searching for the item and verifying if the item has been returned. Works with the Account Manager in each Congressional office or committee to offer information that ensures uniformity so that each Congressional Office has an understanding of the policies and procedures concerning accounts, borrowing and requesting of items, and their responsibilities concerning the materials.
Informs staff that they can no longer request material and that all materials charged to their account must be returned or arrangements should be made to replace any lost materials. Uses the integrated library system (ILS) and other databases to provide account numbers, reset passwords, and develops a list of books charged to the members or their staffs' accounts.
Communicates directly with accounts holders by telephone, email, in person, and through other methods, to inform them of overdue materials and procedures to clear their accounts, and to resolve other issues with their accounts. Clientele include domestic and foreign Interlibrary Loan libraries, diplomats, government agencies, researchers, and Library of Congress staff.
Correspondence involving issues of a particularly problematic or sensitive nature are reviewed by the LRR Section Head prior to being sent. Exercises adept communication skills, both oral and-written to ensure information is conveyed clearly and tactfully, especially in situations when the Division's records are in conflict with those of the borrower.
In consultation with the LRR Section Head, the incumbent has the authority to temporarily restore borrowing privileges to accounts that are overdue, after first communicating with the account holder or an Account Manager to make arrangements for the return of the item, payment for the item, or a search for the item to confirm the borrower's claim that the item was returned.
Assists Congressional Loan staff and staff in other divisions in responding to telephone, email, or in-person requests for specific account related questions.
When necessary, assists in the completion of discharging items of retirees and any special accounts.
Judiciously reviews patron accounts when problems arise, accurately enacts the changes to account information as necessary, edits account information, adding and updating notes in patron account fields to reflect activities.
Precisely identifies missing material through the use of the Library's online or manual catalogs, circulation records, and other bibliographic tools. Determines the replacement costs of lost or damaged items, utilizing print or online publishers' catalogs or tools of the book trade.
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Sara Arnold-Garza
She/Her/Hers
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