Alexander Peebles
(423) 504-4673
AHAMSANDWICH15@AOL.COM
1. Why are you interested in this position at UTC Library specifically?
I have wanted to work at the university for a while now, and the library in particular. I
think it would be a good fit for my speaking skills and friendly demeanor, and I have prior
library and extensive customer service experience I believe would serve the UTC Library
well.
2. Looking at the posted job description, what makes you the ideal candidate based
upon your skills and experience?
I have previous experience working in a public library, and well as strong customer
service experience earned in my current and previous places of employment. I am a
friendly individual who works well with others and provides excellent service to patrons.
3. In this role you will need to explain new concepts and tasks to both patrons and
student assistants and part-time colleagues. How do you explain or demonstrate
something to someone that is very easy for you but is very new or difficult for
them? Please provide any relevant examples.
The best practice is to avoid internal jargon and try to see what they do know about the
topic, and then explain from there. Helping credit union members understand our
policies, and banking in general, is a large part of my current job.
4. Please provide an example of how you resolved a difficult customer or public
service interaction. Is there anything you would do differently?
When I managed short term disability claims, the claimants were frequently upset when I
gave them news regarding their claims. This could include simply requesting additional
information to process a claim or even denying a claim. It is important to recognize that
the person I was talking to was upset with a situation, and receiving bad news on top of
being on disability is sure to be upsetting for me as well were I in their shoes.
5. The library serves patrons who represent a diverse range of expectations,
backgrounds, and experiences. How would you adjust your service style to best
meet these differing needs? Please provide examples.
My go-to personal approach to inclusivity is “treat people like people.” Everyone gets the
same initial greeting, and I can tailor my approach as needed by the individual. My level
of service and professionalism does not change based on who is in front of me.
6. Tell us about a time you solved a problem in the workplace when no one else was
available to assist or answer your questions.
At my previous library position, I had de facto supervisorship for the closing shifts. I
would need to be the one to make final calls on things such as waiving fees, dealing with
difficult patrons, and making sure patrons left the building before closing. Not an
extensive list, but I have at least been in a position of responsibility without the safety net
of a superior on the premises.
7. This position generally reports from Wednesday and Thursday 9am-6pm, Friday
and Saturday 11:00am-8:30pm. During certain times the library operates with a
small staff with limited options to cover missed shifts. Changes in this schedule
occur throughout the academic year. You would be responsible for helping to set
the tone of the library on weekends or when few other staff or resources are
available on campus. How comfortable are you with that type of working
environment? What in your background or experience has prepared you for this
task?
I worked the closing shift at my previous library position and at my current position at the
credit union. I am much better suited to being awake during the evening and night time
than the morning, so that handles the actual time of the shift. I have manned the
circulation desk at a library and worked with difficult individuals on both sides of the
desk. There are certain to be challenges I have not faced and do not know how to
handle, but I am comfortable in meeting such challenges as they arise.