Customer Experience Associate

Douglas County Libraries

Various Branch Locations

Application Deadline

Apply By Jan 25th, 2021


$16.49 to $19.38 per Hour   Calculate


Castle Rock, CO


Not Specified


Not Required

Minimum Education

Not Specified

Library Experience

Not Specified

Supervisory Experience

Not Specified

Type of Library


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

Job Description

Overview:  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.  Work is performed under general supervision.

Position Specific Competencies:

  • Approachability: Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
  • Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes fruitful sources for answers; looks beyond the obvious and does not stop at the first answers; a relentless and versatile learner; open to change; analyzes and learns from both success and failures; experiments to find solutions; enjoys the challenge of unfamiliar tasks.
  • Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise. Seen as a team player and sets tone of cooperation; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Essential Duties and Accountabilities:

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.
  • 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.  
  • 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.
  • Handles phone customer service transactions, demonstrating professionalism in all communications.
  • Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
  • Performs other work duties as assigned. 


  • Responds promptly to emails and provides answers and guidance.  
  • Self-motivated, professional, outgoing, and engaging with customers, volunteers, and children of all ages.
  • Extends patience, empathy, and kindness to children and adults alike. Values teamwork and collaboration with co-workers, staff, and volunteers.  

One DCL Commitment: It is an expectation of each employee that you will live and exemplify Douglas County Libraries Brand, Culture and Values.

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.

Required Experience and Qualifications: Read, write and speak English required. High School diploma or GED equivalent required. Bachelor’s degree or Associate’s degree preferred. One year customer service experience required. 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.

Posted Jan 11, 2021