Customer Experience Associate I at Douglas County Libraries

Lone Tree, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Aug, 26

Salary

21.01

Posted On

20 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Circulation Tasks, Basic Tech Support, Merchandising, Microsoft 365, Communication, Hospitality, Problem Solving

Industry

Libraries

Description

Description Wage: $16.83 to $21.01 hourly Job Type: Variable Part Time (Up to 19 hours per week ) Closing Date: 5/27/2026 at midnight Locations: Lone Tree 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. 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 associate serves as the first point of contact for library guests, providing circulation assistance and basic technical support. They are responsible for welcoming customers, managing materials, and supporting branch programs and events.