Job Description
Job Type: Variable Part-Time (Variable Part-Time is any employee scheduled to work 19 hours or less per week)
Night and weekend availability is required. Locations may vary and be updated if additional vacancies become available.
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.
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:
- 401k & 457 plans (through CO PERA)
- Legal-ID Shield
Additional DCL benefits include:
- Colorado Extended Illness Hours for Qualifying Events
- Leave of Absence for Qualifying Events
*Benefits are subject to change