Customer Experience Associate I

Description

Wage: $16.83 to $21.01 hourly

Job Type: Full Time (35-40 hours per week)

Closing Date: 10/05/26 or until filled

Purpose: Reporting to the Branch Services (BS) Supervisor, the Customer Experience Associate I 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:

Customer Service (85%)

• •Welcomes customers with professionalism and hospitality, creating a positive and engaging experience while promoting Douglas County Libraries (DCL)’s mission and values.
• •Performs circulation tasks efficiently, including check-in/out, holds, fines, customer registration, and library card issuance, supporting both in-branch and Call Center operations.
• •Provides basic tech support and directional assistance, connecting customers to library services and community resources, and referring complex customer needs as appropriate.
• •Enhances user engagement through proactive recommendations, merchandising, and maintaining high service standards during every interaction.
• •Collaborates with team members and volunteers to ensure smooth operations, demonstrating initiative, professionalism, and strong communication.

Program Support (10%)

Assists in the team-based delivery of branch services, events, and programs

Other Duties (5%)

• •Develops proficiency in relevant industry and organizational technology.
• •Engages in DCL’s performance feedback process and meets departmental expectations, policies and procedures.

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.

Benefits: 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
• •Sick Time Off
• •Leaves of Absence for Qualifying Events

*Benefits are subject to change

Requirements

Experience and Qualifications:

Required

• •High School diploma or equivalent
• •One year of customer service or volunteer experience
• •Basic technology skills for Microsoft 365 (Word, Excel, Outlook) and familiarity with Microsoft Edge and Microsoft Teams, and an ability to learn and apply new technologies.

Preferred

Associate 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.