Purpose: The Customer Experience Associate - Youth and Family Services (YFS) performs customer service duties, assisting customers with self-directed activities, technology training, finding library materials, using the catalog, circulation assistance, readers’ advisory, and merchandising materials. This role serves as a first point of contact for customers. This position provides excellent customer service by actively building connections with guests and proactively serving a diverse population using our Roving Service model. This position also provides storytimes as needed and assists Youth and Family Services librarians with youth and family programming.
Essential Duties and Responsibilities:
65% Customer Services:
Greets customers as they arrive at the library, supporting DCL’s mission of providing customers with a consistent, exceptional experience. Demonstrates tact, professionalism, and hospitality in all guest interactions.
Consistently demonstrates a courteous and helpful attitude to all customers in a variety of circumstances.
Connects customers with other community resources as the opportunity arises.
Provides technical assistance to customers with computers, eReaders, and smartphones. Additional technical abilities to assist with the Recording Studio, and audio/visual equipment in meeting rooms.
Provides proactive solutions to questions, offers guidance to access additional resources, and makes recommendations for further reading and viewing material.
Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, searching databases, customer registration, and issuing library cards. Adept at opening and closing procedures.
Handles phone customer service transactions, demonstrating professionalism in all communications.
Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
Under supervision of the Youth and Family Services supervisor and guided by a Youth and Family Services librarian, plan and perform storytimes, using the ALA Every Child Ready to Read early literacy skills.
Responds promptly to emails and provides answers and guidance.
Self-motivated, professional, outgoing, and engaging with customers, volunteers, and children of all ages.
Extends patience, empathy, and kindness to children and adults alike. Values teamwork and collaboration with co-workers, staff, and volunteers.
10% Technical Performance:
Maintains expert knowledge and use of computers, Microsoft Office Products, DCL information databases, and learning software.
Learns new technology that is introduced in the industry and the organization, as needed.
Performs other duties as assigned.
One DCL Commitment: It is an expectation of each employee that you will exemplify Douglas County Libraries Brand, Culture and Values of welcoming to all, continual growth and authentic relationships.
High School diploma or GED equivalent
One year customer service experience
Fluency in MS Office, and other industry related software
Bachelor’s degree or Associate’s degree
A combination of experience and education will be considered. Physical Requirements: Must have the physical ability, stamina, mobility and manual dexterity to support a 7-day a week operation. Work at computer work-stations repetitively and for extended periods. Ability to read as small as 8pt font.
Benefits & Additional Compensation Info
Douglas County Libraries (DCL) is a Colorado PERA Member Employer, so you will be enrolled in Colorado PERA. For details on member benefits go to www.copera.org
Elective DCL benefits include:
Health Care Plans: medical, dental & vision
Voluntary Plans: Accident, Critical Illness, Short Term, and Long Term Insurance
Life and Accidental Death & Dismemberment coverage
401k & 457 plans (through CO PERA)
Additional DCL benefits include:
Paid Time Off
Extended Illness time off
Leaves of Absence for Qualifying Events
*Benefits are subject to change