Customer Experience Associate I

Douglas County Libraries; Castle Rock (CO); On-site; USD 23,000 - 29,000; Part time

Benefits offered by this job

Holiday Pay

Paid Time Off

Sick Time Off

Leaves of Absence for Qualifying Event

Job summary

Douglas County Libraries in Colorado seeks a Customer Experience Associate I to greet patrons, help with check-in/out, holds, and registrations, and provide basic tech support. You will assist guests with catalog use, location services, and merchandising, while delivering consistent, friendly service across multiple locations.

You will work 20–34 hours per week in a part-time role, with opportunities to connect guests to community resources and improve the overall guest experience using our CARE

Qualifications

• 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 preferred

Responsibilities

• 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.

Skills

Customer service

Tech literacy

Microsoft 365

MS Teams

Education

High School diploma or equivalent

Associate degree or higher

Tools

Microsoft Edge

Microsoft Teams

Job description

Description

Wage: $16.83 to $21.01 hourly

Job Type: Part Time (20-34 hours per week)

Closing Date: 10/25/26 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.

Program Support (10%)

• Assists in the team-based delivery of branch services, 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, 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.

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*

Requirements

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.

Preferred

• Associate degree or higher

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.