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Customer Experience Associate

Douglas County Libraries

Highlands Ranch & Parker

Application Deadline

Apply By Apr 19th, 2021


$16.49 to $19.38 per Hour   Calculate


Parker, CO


Not Specified


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

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.

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.

Additional Info & Requirements

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

Posted Apr 15, 2021