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Customer Experience Associate I

Douglas County Libraries

Castle Rock

Application Deadline

Apply By Apr 12th, 2023


$16.98 to $19.96 per Hour   Calculate


Castle Rock, CO




Not Specified

Minimum Education

High School (or Equivalent)

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

Wage: $16.98 - $19.96 Hourly

Job Type: Full-Time (40 hours)

Closing Date: 4/12/2023 or until filled

Evening 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, locating library materials, using the catalog, circulation assistance, and merchandising materials. This role serves as a first point of contact for customers and provides excellent customer service by actively building connections with guests and proactively serving a diverse population using our CARE service model.

Essential Duties and Responsibilities:

90% Customer Service:

  • 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.
  • Takes ownership of the customer experience by consistently making connections and building relationships, offering premium and personalized service, and seeking shared solutions with both internal and external customers.
  • Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
  • Provides directional assistance to customers.
  • Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, customer registration, and issuing library cards. Adept at opening and closing procedures, and procedures that support branch operations.
  • Provides basic technical assistance to customers utilizing DCL equipment.
  • Connects customers with library services and community resources as opportunities arise.
  • Provides proactive solutions to questions, offers guidance to access additional resources, and makes recommendations for further reading and viewing material.
  • Assists in the delivery of branch activities, events, and programs.
  • May, under guidance of the Youth and Family Services supervisor, be asked to perform storytimes using the ALA Every Child Ready to Read early literacy skills.
  • Maintains the merchandising and hand-selling of library materials.
  • Performs seamless customer handoffs in situations where advanced service is needed.
  • Demonstrates teamwork and collaboration with co-workers, staff, and volunteers.
  • Self-motivated, professional, outgoing, and engaging with customers, volunteers, and vendors.
  • Ability to work a varied schedule to include nights and weekends.

10% Administrative:

  • Stays abreast of branch and DCL updates by reading emails, meeting minutes, message boards and attending department and branch meetings as assigned.
  • Stays current on DCL policies, processes, procedures and technologies required to perform work duties.
  • Promotes DCL’s culture of safety by following library safety guidelines and rules. Practices effective personal and branch safety.
  • Engages in the DCL performance feedback system and completes the expectations outlined by your supervisor and department/division.
  • Maintains knowledge and use of computers, Microsoft Office Products, and DCL software and platforms.

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 equivalent
  • One year customer service experience or volunteer experience
  • Fluency in Microsoft Office and utilization of online platforms and websites


  • Associate’s degree or higher

A combination of experience and education will be considered.

Physical Requirements: Must have a reliable method of transportation between all DCL locations. 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)
  • 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 Apr 4, 2023