Customer Experience Associate I

Douglas County Libraries•Highlands Ranch, CO

3d•$17 - $21

About The Position

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.

Requirements

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.
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.

Nice To Haves

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

Responsibilities

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.
Assists in the team-based delivery of branch services, events, and programs
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.

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