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Customer Experience Associate

Douglas County Libraries

Highlands Ranch & Parker

Application Deadline

Apply By Apr 19th, 2021

Wages

$16.49 to $19.38 per Hour   Calculate

Location

Parker, CO

Hours

Not Specified

MLS

Not Specified

Minimum Education

Not Specified

Library Experience

Preferred

Supervisory Experience

Not Specified

Type of Library

Public

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.

Administrative:

  • 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