The University of Colorado Denver’s Auraria Library seeks a user-focused individual to fill our Customer Experience Manager position. This position manages the Library’s Ask Us Desk, which is the main service point. Working much of the time at the desk to oversee the daily operations of this busy information hub, the Customer Experience Manager supervises and supports the work of Ask Us student employees and staff as they provide information assistance, circulation, and wayfinding help for users.
Examples of Work Performed
- Conduct quantitative and qualitative assessment of library customer service, such as user surveys and time studies, providing meaningful summaries of the results and using the data to recommend changes.
- Provide direct patron service, handles customer compliments and complaints, and ensures consistently high quality customer service.
- Lead organizational efforts in serving library users with disabilities.
- Provide individual and group training for student employees, faculty, and staff in using assistive software and hardware.
Work Schedule: Primary work schedule 8:00am-5:00pm Monday-Friday. Some nights, weekends and/or early morning shifts when necessary to provide coverage.
Compensation: $51,266-$55,000 commensurate with skills and experience.
Benefits: For a benefits overview, visit https://www.cu.edu/employee-services/benefits.
Start Date: September 2018.
Minimum Qualifications
- Bachelor's degree in business, hospitality, communications, human services, social sciences, humanities, library science or a related field.
- Substitution: MLIS degree may substitute for a Bachelor’s degree requirement.
- Extensive, diverse and progressively responsible experience at the management level, including direct responsibility for customer service.
Application Instructions: To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=14225.
Application Deadline: This position is open until filled. For full consideration, apply by August 6, 2018. Applications received after August 6, 2018 may or may not be considered.
To learn more about the Auraria Library, visit https://library.auraria.edu/about.