Customer Experience Associate II

Description

Wage: $19.71 - $24.64 hourly

Job Type: Part-Time (~30 hours per week)

Closing Date: 05/25/2025

Purpose: 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 serves as the Person-in-Charge (PIC) on an as-needed basis.

Essential Duties and Responsibilities:

70% Customer Service:

• In a team-based environment, offers hospitality that is welcoming to all, supporting DCL’s mission of providing customers with a consistent, exceptional experience. 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.
• Executes the floor service model to encourage customer-driven discovery and interaction with the library.
• Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
• Proficiently assists customers with circulation functions, places hold and trace functions, collects fees, and issues library cards. Adept at opening, closing and branch operations procedures.
• Connects customers with library services and community resources while customer facing and working in the Call Center.
• Provides technical assistance with library applications and databases, computers, eReaders, and smartphones. Additional technical abilities to assist with the Recording Studio, and audio/visual equipment in meeting rooms.
• Drives the circulation of materials by-- merchandising and hand-selling -library materials.
• Supports the division with the execution of library services such as storytime, technology tutoring, book club assistance, outreach facilitation, and the Call Center.
• Demonstrates teamwork and collaboration with co-workers and volunteers, supports on-going learning, and understands organizational objectives.
• Serves as the Person-in-Charge (PIC) on an as-needed basis by offering leadership and direction to ensure branch operations and safety.

30% Administrative:

• Stays abreast of branch and DCL updates by reading emails, meeting minutes, message boards and attending department and branch meetings as assigned.
• Stays current on DCL policies, processes, procedures and technologies required to perform work duties.
• Promotes DCL’s culture of safety by following library safety guidelines and rules. Practices effective personal and branch safety.
• Serves on branch, department, or district committees on an as-needed basis.
• Maintains knowledge and use of computers, Microsoft Office Products, and DCL software and platforms.
• Learns, uses and applies industry and organization-specific technology as needed.
• Assists with the onboarding of new employees through demonstrating skills and procedures.
• 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

• High School diploma or GED equivalent
• One year of customer service experience
• Fluency in Microsoft Office, utilization of online platforms and websites, and other industry related software

Preferred

• Bachelor’s degree or Associate’s degree
• Two 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 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.