Customer Experience Associate I

Description

Wage: $17.31 to $20.37

Job Type: Part Time (20-34 hours per week)

Closing Date: 4/17/2025

Locations: Castle Pines/Roxborough

*This position splits time between Castle Pines and Roxborough and will require the ability to travel.

Purpose: The Customer Experience Associate 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:

90% Customer Service:

• 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 customer interactions.
• Takes ownership of the customer experience by consistently making connections and building relationships, offering premium and personalized service, and seeking shared solutions with both internal and external customers.
• Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
• Provides directional assistance to customers and fosters an environment of hospitality.
• Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, customer registration, and issuing library cards.
• Provides basic technical assistance to customers utilizing DCL equipment.
• Proficiently executes opening and closing procedures, and procedures that support branch operations on the floor and in the Call Center.
• Connects customers with library services and community resources as opportunities arise.
• Provides proactive, customer-driven solutions to questions, offers guidance to access additional resources, and makes recommendations for further reading and viewing material.
• Assists in the team-based delivery of branch activities, events, and programs.
• May, under guidance of the Youth and Family Services supervisor, be asked to perform storytimes using the ALA Every Child Ready to Read early literacy skills.
• Maintains the merchandising and hand-selling of library materials.
• Performs seamless customer handoffs in situations where advanced service is needed.
• Demonstrates teamwork and collaboration with co-workers, staff, and volunteers.
• Self-motivated, professional, outgoing, and engaging with customers, volunteers, and vendors.
• Ability to work a varied schedule to include nights and weekends.

10% Administrative:

• Stays abreast of branch and DCL updates by reading emails, meeting minutes, message boards and attending department and branch meetings as assigned.
• Stays current on DCL policies, processes, procedures, and technologies required to perform work duties.
• Promotes DCL’s culture of safety by following library safety guidelines and rules. Practices effective personal and branch safety.
• Engages in the DCL performance feedback system and completes the expectations outlined by supervisor and department/division leadership.
• Maintains knowledge and use of computers, Microsoft Office Products, and DCL software and platforms.
• Learns, uses, and applies industry and organization-specific technology as needed.

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 customer service or volunteer experience
• Fluency in Microsoft Office and utilization of online platforms and websites

Preferred

• Associate’s 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.