Customer Experience Associate I

Douglas County Libraries•Castle Rock, CO

About The Position

The Customer Experience Associate I reports to the Branch Services (BS) Supervisor and performs customer service duties, including assisting customers with self-directed activities, locating library materials, using the catalog, circulation assistance, and merchandising materials. The role is a first point of contact for customers and provides service by building connections with guests and proactively serving a diverse population using the CARE service model. The position supports branch services, events, and programs, and collaborates with team members and volunteers to ensure smooth operations. 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 using Microsoft 365, including Word, Excel, and Outlook; familiarity with Microsoft Edge and Microsoft Teams; and ability to learn and apply new technologies.
Reliable transportation between all Douglas County Libraries 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 professionally and hospitably, 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.
Enhance user engagement through proactive recommendations, merchandising, and consistently high service standards.
Collaborate with team members and volunteers to support smooth operations, showing 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.
Engage in the performance feedback process and meet departmental expectations, policies, and procedures.
Perform other duties as assigned.
Exemplify Douglas County Libraries’ brand, culture, and values of welcoming to all, continual growth, and authentic relationships.

Benefits

Enrollment in Colorado PERA as a 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.