Customer Experience Associate

Douglas County Libraries

Parker

Application Deadline

Apply By Oct 18th, 2021

Wages

$16.49 to $19.38 per Hour   Calculate

Location

Parker, CO

Hours

40.00

MLS

Not Specified

Minimum Education

High School (or Equivalent)

Library Experience

Not Specified

Supervisory Experience

Not Specified

Type of Library

Public

This job is more than 3 weeks old or the application deadline has passed.

Job Description

Purpose:  The Customer Experience Associate 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.

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.
  • Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
  • 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.
  • 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.  
  • Assists in the implementation of branch activities or cross-departmental events.
  • Maintains the merchandising and hand-selling of library materials. 
  • Handles phone customer service transactions, demonstrating professionalism in all communications. 

25% Administrative:

  • Responds promptly to emails and provides answers and guidance.  
  • Performs assigned money counting, collection maintenance, and missing parts tasks.
  • Extends patience, empathy, and kindness to children of all ages and adults alike. Values teamwork and collaboration with co-workers, staff, and volunteers.  
  • Self-motivated, professional, outgoing, and engaging with customers, volunteers, and vendors. 

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.

Experience and Qualifications:

Required

  • High School diploma or GED equivalent
  • One year customer service experience
  • Fluency in MS Office, and other industry related software 

Preferred

  • 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

Benefits:

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)
  • Legal-ID Shield

Additional DCL benefits include:

  • Holiday Pay
  • Paid Time Off
  • Extended Illness time off
  • Leaves of Absence for Qualifying Events

*Benefits are subject to change

Links

External Job Ad
https://recruiting.paylocity.com/recruiting/jobs/Details/745445/Douglas-County-Libraries/Customer-Experience-Associate-40-Hours

Posted Oct 4, 2021