Customer Experience Associate II

Wage: $20.34 to $25.38 hourly

Job Type: Full Time (35-40 hours per week)

Closing Date: 3/1/2026 or until filled

Purpose: Reporting to the Library Experience Supervisor, the Customer Experience Associate II performs customer service duties, assisting customers with technology finding readers’ and information library materials, using the catalog, circulation assistance, and merchandising materials. This role serves as a first point of contact for customers and delivers excellent customer -experiences by actively building connections with customers and proactively serving a diverse population using our CARE Service model. The Customer Experience Associate II also regularly serves as the Person-in-Charge (PIC).

Essential Duties and Responsibilities:

Customer Service (70%)

• Delivers exceptional, personalized customer service by fostering connections, supporting discovery, and offering technical and reference assistance across all service points including the Call Center.
• Executes DCL’s floor service model, circulates materials, and promotes resources through effective merchandising and hand-selling.
• Proficiently handles circulation functions, opening/closing procedures, and library card services; connects customers with library and community resources.
• Provides technical support for devices, library apps, Recording Studio equipment, and meeting room A/V systems.
• Collaborates effectively with staff and volunteers, supports learning and development, and serves as Person-in-Charge (PIC) as needed to ensure smooth branch operations and safety.

Program Support (25%)

• Supports the division with the execution of library services such as storytime, technology tutoring, book club assistance, outreach facilitation, and the Call Center.
• May, under guidance of the Youth and Family Services supervisor, be asked to perform storytimes using the ALA Every Child Ready to Read early literacy skills or to support birthday party storytimes.
• Assists in the team-based delivery of branch activities, events, and programs

Other Duties (5%)

• Develops proficiency in relevant industry and organizational technology.
• Engages in DCL’s performance feedback process and meets departmental expectations.

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.

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

Experience and Qualifications:

Required

• Associate’s degree
• Two years of customer service 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.

Preferred

• Bachelor's degree
• Three years of customer service experience, including at least 6 months of CEA experience at DCL

A 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.