Customer Experience Librarian

Description

Wage: $26.24 - $32.80 hourly

Job Type: Full-Time

Closing Date: 5/18/2025

Purpose: The Customer Experience Librarian plans, coordinates and implements library services offered at Douglas County Libraries (DCL). This role has a clear understanding of principles and practices related to public professional library work, with a chief emphasis on the delivery of outstanding service experiences. This role works as an effective member of the Customer Experience team and on cross-departmental teams in collaboration with other library staff.

Essential Duties and Responsibilities:

60% Library Services:

• Fosters an environment of hospitality by prioritizing service to customers, embraces innovation and experimentation, seeks out new technologies, looks for new ways to create connections with the community inside and outside of the library, and creates a sense of discovery and magic in the branch.
• Stays informed of current community offerings related to assigned service. As needed, conducts in-depth data-driven research, including assessment of community needs and associated county access to services to respond to customer demand.
• Demonstrates expertise in assisting customers in using readers’ and information tools, locating materials and managing library accounts. Works with individuals with differing learning styles and special needs requirements, as well as populations that include older adults, teens, neurodiverse, and those experiencing crisis or mental challenges.
• Generates high engagement and customer-centric service to anticipate library-related trends and remains aware of evolving customer expectations.
• Provides leadership that supports and models a team-based approach to assess resource use, ongoing learning, meeting department service outcomes, upholding coworker and customer safety, and supporting customer-driven points of service.
• Drives the circulation of materials by leading team-based merchandising and hand-selling library materials.
• Leads and delivers the floor service model and adult services intended to encourage customer-driven discovery and interaction with the library.
• Serves as Person-In-Charge on a regular basis by offering leadership and direction to ensure branch operations and safety.
• Takes ownership of the customer experience by consistently making connections and building relationships, offering premium and personalized service, and seeking shared solutions with both internal and external customers.

30% Organizational Impact:

• Recommends thoughtful change to help DCL stay relevant and vital.
• Uses effective communication skills and works interdepartmentally to achieve outcomes by promoting, implementing and supporting library services.
• Collaborates effectively, understands organizational objectives, and recognizes the essential nature of every role at DCL.
• Stimulates collaborative, seamless relationships with co-workers and branch staff, thereby contributing to a cohesive organization that supports alignment and a positive culture to achieve strategic plans.

10% Technical Performance:

• Demonstrates an expert knowledge of the Code of Ethics of the American Library Association.
• Learns, uses and applies industry and organization-specific technology as needed.
• Provides technical support and troubleshooting to customers.
• Stays current on DCL emails, meetings, trainings, processes, procedures and technologies required to perform work duties.
• Engages in the DCL performance feedback system and completes the expectations outlined by your supervisor and department/division.

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.orgElective 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
• Leaves of Absence for Qualifying Events

*Benefits are subject to change

Requirements

Experience and Qualifications:

Required

• Bachelor’s degree in Library Science or related field.
• Three or more years’ professional experience, preferably in a public library.
• Fluency in MS Office, and other industry related software

Preferred

• A Master of Library Science

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 seven-day-per-week week operation. Work at computer stations for extended periods. Participate in meetings and events at various locations and at varied times throughout the day. Ability to read as small as 8pt font.