Customer Experience Associate I

Douglas County Libraries•Castle Rock, CO

6d•$17 - $21

About The Position

The Customer Experience Associate I reports to the Branch Services (BS) Supervisor and performs customer service duties, assisting customers with self-directed activities, locating library materials, using the catalog, circulation assistance, and merchandising materials. The 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 the CARE service model. The position supports branch services, events, and programs, collaborates with team members and volunteers, and develops proficiency with relevant industry and organizational technology. Employees are expected to exemplify Douglas County Libraries’ brand, culture, and values of welcoming to all, continual growth, and authentic relationships.

Requirements

High school diploma or equivalent.
One year of customer service or volunteer experience.
Basic technology skills with Microsoft 365 (Word, Excel, and Outlook), familiarity with Microsoft Edge and Microsoft Teams, and the ability to learn and apply new technologies.
Reliable transportation between all DCL locations.
Physical ability, stamina, mobility, and manual dexterity to support a seven-day-a-week operation.
Ability to work at computer workstations repetitively and for extended periods.
Ability to read text as small as 8-point font.

Nice To Haves

Associate degree or higher.
A combination of experience and education will be considered.

Responsibilities

Welcome customers with professionalism and hospitality, creating a positive and engaging experience while promoting Douglas County Libraries’ mission and values.
Perform circulation tasks, including check-in and check-out, holds, fines, customer registration, and library card issuance, supporting in-branch and Call Center operations.
Provide basic technology support and directional assistance, connect customers to library services and community resources, and refer complex customer needs as appropriate.
Promote user engagement through proactive recommendations and merchandising, and maintain high service standards during every interaction.
Collaborate with team members and volunteers to support smooth operations, demonstrating initiative, professionalism, and strong communication.
Assist in the team-based delivery of branch services, events, and programs.
Develop proficiency in relevant industry and organizational technology.
Participate in DCL’s performance feedback process and meet departmental expectations, policies, and procedures.
Perform other duties as assigned.

Benefits

Enrollment in Colorado PERA as a PERA Member Employer.
Medical, dental, and vision plans.
Voluntary accident, critical illness, short-term, and long-term insurance plans.
Life and accidental death and dismemberment coverage.
401(k) and 457 plans through Colorado PERA.
Legal-ID Shield.
Holiday pay.
Paid time off.
Sick time off.
Leaves of absence for qualifying events.