Customer Experience Associate I

DescriptionWage: $16.83 to $21.01 hourlyJob Type: Full Time (35-40 hours per week)Closing Date: 4/19/2026 or until filledPurpose: 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 ResponsibilitiesCustomer 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.Program Support (10%)Assists in the team-based delivery of branch services, events, and programsOther Duties (5%)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.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.BenefitsDouglas 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.orgElective DCL Benefits IncludeHealth Care Plans: medical, dental & visionVoluntary Plans: Accident, Critical Illness, Short Term, and Long Term InsuranceLife and Accidental Death & Dismemberment coverage401k & 457 plans (through CO PERA)Legal-ID ShieldAdditional DCL Benefits IncludeHoliday PayPaid Time OffSick Time OffLeaves of Absence for Qualifying EventsBenefits are subject to changeRequirementsExperience and Qualifications:RequiredHigh School diploma or equivalentOne year of customer service or volunteer experienceBasic 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.PreferredAssociate degree or higherA 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.Salary Description$16.83 to $21.01 hourly