Wage: $17.31 to $20.37
Job Type: Variable Part Time (19 hours per week)
Closing Date: 7/13/2025 or until filled
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 customer 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 and fosters an environment of hospitality.
- Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, customer registration, and issuing library cards.
- Provides basic technical assistance to customers utilizing DCL equipment.
- Proficiently executes opening and closing procedures, and procedures that support branch operations on the floor and in the Call Center.
- Connects customers with library services and community resources as opportunities arise.
- Provides proactive, customer-driven solutions to questions, offers guidance to access additional resources, and makes recommendations for further reading and viewing material.
- Assists in the team-based 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 supervisor and department/division leadership.
- Maintains knowledge and use of computers, Microsoft Office Products, and DCL software and platforms.
- Learns, uses, and applies industry and organization-specific technology as needed.
Performs other duties as assigned.
Experience and Qualifications:
Required
High School diploma or equivalent
One year of customer service or volunteer experience
Fluency in Microsoft Office and utilization of online platforms and websites
Preferred
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.
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:
- Extended Illness time off
- Leaves of Absence for Qualifying Events
*Benefits are subject to change
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.
External Job Ad
https://recruiting.paylocity.com/recruiting/jobs/Details/3368787/Douglas-County-Libraries/Customer-Experience-Associate-I