Title : Program Support Assistant - Legislative Branch - Washington DC, DC
link : Program Support Assistant - Legislative Branch - Washington DC, DC
Program Support Assistant - Legislative Branch - Washington DC, DC
Summary
About the Agency
This position is located in the Office of Business Enterprises, Partnerships and Outreach Programs Directorate. The Office of Business Enterprises (BE) supports the cost recovery operations of the Library of Congress. The incumbent works under the general supervision of the Head, Duplication Services Section and is responsible for effective product and service delivery of the three fee-based activities of Library Services: The Retail Shop, Duplication Services, and Customer Service and Fulfillment Section. The Retail Shop features both Library of Congress-related items and other items of interest to Library visitors, both online and in the Jefferson Building. Duplication Services provides expanded access to the collections of the Library of Congress through a wide variety of high-quality reproduction services. The Customer Service and Fulfillment Section packages, publishes, and distributes the Library's cataloging records and cataloging-related publications, tools, and resources for the catalogers within the Library and for libraries around the world.
The position description number for this position is 232720.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a flextime work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
This position is located in the Office of Business Enterprises, Partnerships and Outreach Programs Directorate. The Office of Business Enterprises (BE) supports the cost recovery operations of the Library of Congress. The incumbent works under the general supervision of the Head, Duplication Services Section and is responsible for effective product and service delivery of the three fee-based activities of Library Services: The Retail Shop, Duplication Services, and Customer Service and Fulfillment Section. The Retail Shop features both Library of Congress-related items and other items of interest to Library visitors, both online and in the Jefferson Building. Duplication Services provides expanded access to the collections of the Library of Congress through a wide variety of high-quality reproduction services. The Customer Service and Fulfillment Section packages, publishes, and distributes the Library's cataloging records and cataloging-related publications, tools, and resources for the catalogers within the Library and for libraries around the world.
The position description number for this position is 232720.
The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.
The incumbent of this position will work a flextime work schedule.
This is a non-supervisory, bargaining unit position.
Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.
Duties
Provides customer service and transactional problem resolution for services unique to the Library of Congress: library cataloging products, duplication of Library materials, and retail activities. Establishes the range and nature of actions necessary to resolve customer service issues and problems. Determines steps needed to process transactions, such as status inquiries, ordering procedures for initial and duplicate orders, damaged merchandise, incorrect merchandise, missing orders, and shipping issues, based on experience and past practice.
Evaluates guidelines to assess available options for creating remake orders or issuing refunds. Completes routine tasks, such as submitting refund requests or checking the status of orders, within the scope of assigned responsibilities. Recognizes obvious trends, shifts in customer demands, or changes in existing procedures which could have an impact on services and products provided by BE or on overall patron satisfaction. Responds to a wide range of inquiries from internal and external stakeholders, such as vendors, universities, other Library departments, or customers.
Supports one or more customer service areas which are not easily resolved, such as unique requests or requirements and patron computer illiteracy. Uses extensive experience and knowledge to rectify discrepancies and/or errors. Informs supervisor of complex situations or problems resistant to standard approaches. Provides new and updated procedures as needed to meet the demands of changing operations.
Responsible for a wide range of complex automated assignments in support of BE. Assignments required a broad knowledge of varied considerations and methods, including preparing and delivering digital orders, editing design files for printing, and tracking work statistics. Uses various software applications (e.g., word processing, graphics, spreadsheets, and project management) to perform a wide range of duties, such as preparing proofs to be sent to printers in the Library, the Government Printing Office, and to other vendors; tracking work statistics; preparing correspondence, memos, and public notices; preparing sales quotes, orders, and invoices; and tracking large, split, and active orders.
Prepares reports as assigned or needed, including those for tracking order status, work logs, types of products, and completion times. Pinpoints and provides new recommendations for improving procedures or methods through automating office tasks.
Modifies existing office automation methods as circumstances change and needs develop. Creates documents for streamlining processing requests, using computer software to complete office tasks, and/or the proper use and maintenance of equipment. Ensures completed documents are published, updated, and distributed.
Ensures equipment is working optimally. Cleans and restocks supplies for microfilm readers, photocopiers, reader-printers, computers, etc. Coordinates equipment usage with mechanical repair to ensure optimal performance. Responds to issues and problems with machines received from patrons and Library staff. Troubleshoots issues, performs preventative maintenance, and resolves mechanical issues based on past experience and training. Demonstrates troubleshooting techniques for malfunctioning equipment.
Maintains extensive records on the use of and problems with equipment such as guillotine cutters, book presses, computers, mounting presses, and binding machines.
Manages supply, equipment, and product inventories. Fulfills requests for items from the inventories. Properly records item distribution and receipt, updating master inventory logs as necessary. Prints machine-readable barcode labels for inventory of materials for BE and as requested by other Library divisions.
Helps to sustain BE’s wide variety of activities, including reading rooms, print jobs, micrographic orders, and digital imaging tasks. Utilizes and follows written procedures and standard practices to execute unique and infrequent program support tasks, such as specialized research for patron requests or specialized forms. Develops concise and easy to understand reports and presentations for distribution to staff. Prepares material by gathering and interpreting data, background information, and other resources.
Stays current with program assignments, notes due dates for assignments, and ensures projects are completed according to schedule. Ensures required materials are routed to assigned staff, copies are properly filed, and copies are immediately available to the supervisor and staff. Reminds coworkers of due dates to ensure timely and full completion of assignments.
Evaluates guidelines to assess available options for creating remake orders or issuing refunds. Completes routine tasks, such as submitting refund requests or checking the status of orders, within the scope of assigned responsibilities. Recognizes obvious trends, shifts in customer demands, or changes in existing procedures which could have an impact on services and products provided by BE or on overall patron satisfaction. Responds to a wide range of inquiries from internal and external stakeholders, such as vendors, universities, other Library departments, or customers.
Supports one or more customer service areas which are not easily resolved, such as unique requests or requirements and patron computer illiteracy. Uses extensive experience and knowledge to rectify discrepancies and/or errors. Informs supervisor of complex situations or problems resistant to standard approaches. Provides new and updated procedures as needed to meet the demands of changing operations.
Responsible for a wide range of complex automated assignments in support of BE. Assignments required a broad knowledge of varied considerations and methods, including preparing and delivering digital orders, editing design files for printing, and tracking work statistics. Uses various software applications (e.g., word processing, graphics, spreadsheets, and project management) to perform a wide range of duties, such as preparing proofs to be sent to printers in the Library, the Government Printing Office, and to other vendors; tracking work statistics; preparing correspondence, memos, and public notices; preparing sales quotes, orders, and invoices; and tracking large, split, and active orders.
Prepares reports as assigned or needed, including those for tracking order status, work logs, types of products, and completion times. Pinpoints and provides new recommendations for improving procedures or methods through automating office tasks.
Modifies existing office automation methods as circumstances change and needs develop. Creates documents for streamlining processing requests, using computer software to complete office tasks, and/or the proper use and maintenance of equipment. Ensures completed documents are published, updated, and distributed.
Ensures equipment is working optimally. Cleans and restocks supplies for microfilm readers, photocopiers, reader-printers, computers, etc. Coordinates equipment usage with mechanical repair to ensure optimal performance. Responds to issues and problems with machines received from patrons and Library staff. Troubleshoots issues, performs preventative maintenance, and resolves mechanical issues based on past experience and training. Demonstrates troubleshooting techniques for malfunctioning equipment.
Maintains extensive records on the use of and problems with equipment such as guillotine cutters, book presses, computers, mounting presses, and binding machines.
Manages supply, equipment, and product inventories. Fulfills requests for items from the inventories. Properly records item distribution and receipt, updating master inventory logs as necessary. Prints machine-readable barcode labels for inventory of materials for BE and as requested by other Library divisions.
Helps to sustain BE’s wide variety of activities, including reading rooms, print jobs, micrographic orders, and digital imaging tasks. Utilizes and follows written procedures and standard practices to execute unique and infrequent program support tasks, such as specialized research for patron requests or specialized forms. Develops concise and easy to understand reports and presentations for distribution to staff. Prepares material by gathering and interpreting data, background information, and other resources.
Stays current with program assignments, notes due dates for assignments, and ensures projects are completed according to schedule. Ensures required materials are routed to assigned staff, copies are properly filed, and copies are immediately available to the supervisor and staff. Reminds coworkers of due dates to ensure timely and full completion of assignments.
Travel Required
- Not Required
Relocation Authorized
- No
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