Customer Experience Associate I at Douglas County Libraries

Highlands Ranch, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

21.01

Posted On

23 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Circulation Assistance, Catalog Use, Tech Support, Merchandising, Professionalism, Communication, Team Collaboration, Microsoft 365, Microsoft Edge, Microsoft Teams

Industry

Libraries

Description

Description Wage: $16.83 to $21.01 hourly Job Type: Variable Part Time (~19 hours per week) Closing Date: 3/29/2026 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: 401k & 457 plans (through CO PERA) Legal-ID Shield Additional DCL benefits include: 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.

Responsibilities

The Customer Experience Associate I primarily performs customer service duties, assisting patrons with self-directed activities, locating materials, using the catalog, and handling circulation tasks as the first point of contact. This role emphasizes actively building connections with diverse customers using the CARE service model while promoting the library's mission and values.