What are the responsibilities and job description for the Customer Experience Associate I position at Douglas County Libraries?
Description
Wage: $16.83 to $21.01 hourly
Job Type: Full Time (35-40 hours per week)
Closing Date: 4/19/2026 or until filled
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%)
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
Experience and Qualifications:
Required
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.
Salary Description
$16.83 to $21.01 hourly
Wage: $16.83 to $21.01 hourly
Job Type: Full Time (35-40 hours per week)
Closing Date: 4/19/2026 or until filled
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.
- 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.
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
- Holiday Pay
- Paid Time Off
- Sick Time Off
- Leaves of Absence for Qualifying Events
- Benefits are subject to change
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.
- Associate degree or higher
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.
Salary Description
$16.83 to $21.01 hourly
Salary : $17 - $21