Job Description
NEVER PASS UP AN OPPORTUNITY TO WORK FOR
DOUGLAS COUNTY LIBRARIES!
The Contact Center Technician position provides circulation, technological, instructional and other general service assistance to library patrons of all ages over the phone and via the Internet in a contact center setting. This position is responsible for responding to patron contacts by listening empathetically to the patron, clarifying and assessing patron needs, and answering patron questions in a prompt and effective manner utilizing a phone system and/or multiple computer systems simultaneously. Work is performed under general supervision.
WE ARE LOOKING FOR:
• Superior communication and customer service skills.
• Ability to effectively resolve patron complaints and handle difficult situations involving patrons.
• Skills in supporting patrons in the use of downloadable eContent.
• Competency in search skills and in the use of computer searching techniques.
• Ability to learn all circulation processes, procedures and automated circulation system functions.
Additional Info & Requirements
ADDITIONALLY, YOU:
• Will be a self-starter who requires little supervision.
• Demonstrate a professional, positive, cooperative, team-oriented working relationship with staff, coworkers and volunteers.
• Perform off-desk work duties and projects.
• Conduct reference interviews to determine specific information requirements for patrons.
The Community
The pioneer spirit, accompanied by the beauty of the mountains, foothills and plains, is gloriously evident in Douglas County. In 1861, the Colorado Territorial Session Laws created Douglas County, named after Stephen A. Douglas. Known as the “Little Giant.”
Douglas County is virtually the geographic center of Colorado. Located in the Denver South Metro area, Douglas County is one of the fastest growing areas in the state with over 303,000 in population. The County is approximately 843 square miles, of which 48,741 acres are permanently protected land through the Douglas County Open Space Program. Recreational areas include more than 146,000 acres of Pike National Forest, Roxborough State Park, Castlewood Canyon State Park and the Chatfield State Recreation Area.
The County’s strength, as the centerpiece of the Denver/Colorado Springs development corridor, is a perfect blend of quality lifestyle and business environment.
Douglas County ranked particularly well in the household income, homeownership rate and educational attainment categories. Combine those with our great location, excellent schools, outstanding libraries, wonderful weather and outstanding recreational and cultural opportunities, and you will understand why Douglas County is recognized for being one of the most family-friendly communities in Colorado, offering a quality of life unmatched elsewhere in the state. Douglas County has also been nationally recognized as a great place to live, work and raise a family.
Douglas County Libraries has been blazing a trail and thriving in Douglas County for decades, due very much to the generous support, patronage and growth of our community. Douglas County Libraries is the fourth largest library system in Colorado. Our mission is to be a passionate advocate for literacy and lifelong learning, and we play a vital role in the life of our community. We lend more than eight million books, CDs, DVDs, magazines, e-books, and audiobooks every year, including more children’s materials than any other Colorado library.
Our seven locations offer a large collection of popular materials, children’s books, reference materials, downloadable audio, video and e-books, wireless access, public computers for kids and adults, and friendly, professional staff. Study rooms and large public meeting rooms are available to the public. We offer reading programs for all ages, used book sales, more than 75 Storytimes each week, writing groups, book clubs and a wide variety of fun and interesting programs for all ages.
Online resources include research databases, homework help, the library catalog, downloadable audiobooks and e-books, account access for reserving and renewing items, reading recommendations, links to Douglas County history and community information. We also offer reference assistance via phone, email or text, and access to accounts and many services via DCL to Go, our mobile smart phone application.
We are excited to respond to our community’s growth and demand for innovative new library spaces and services. Our new Castle Pines Library, Castle Pines, CO is now open for business: our new Lone Tree Library, Lone Tree, CO opened on July 9, 2016: our new Parker Library, Parker, CO opened on September 24, 2016 – stop at any of our new libraries and be amazed!
HR Info
We invite you to learn more about this career opportunity at:
DCL.org/Join-Our-Team