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.