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Customer Experience Associate

Douglas County Libraries

Lone Tree

Application Deadline

Apply By Dec 13th, 2021


$16.49 to $19.38 per Hour   Calculate


Lone Tree, CO




Not Specified

Minimum Education

Not Specified

Library Experience


Supervisory Experience

Not Specified

Type of Library


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

Job Description

Night and weekend availability is required. Locations may vary and be updated if additional vacancies become available.

Salary: $16.49 - $19.38 Hourly
Job Type: Part-Time (32 Hours)

Closing Date: 12/13/2021

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


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  

Posted Dec 3, 2021