Customer Experience Associate II

Douglas County Libraries; Highlands Ranch (CO); On-site; USD 28,000 - 35,000; Part time

Job summary

Douglas County Libraries is seeking a Part Time Customer Experience Associate II in Highlands Ranch, CO. The role provides frontline customer service, technology assistance, and materials guidance while supporting library programs and events. It includes circulating materials, managing cards, and assisting with A/V equipment and apps.

The PIC duties ensure smooth branch operations and safety. Ideal candidates have at least two years of customer service experience, an Associate’s degree, and

Qualifications

• Associates degree required; two years of customer service experience
• Basic technology skills for Microsoft 365 and common apps
• Willingness to learn and apply new technologies

Responsibilities

• Provide exceptional customer service and support across service points
• Perform circulation duties, card services, and branch operations as needed
• Offer technical support for devices, apps, and AV systems
• Serve as Person-in-Charge (PIC) when required
• Assist with storytimes, tutoring, and program delivery as part of team activities

Skills

Customer service

Tech support

Communication

Education

Associate’s degree

Bachelor's degree

Tools

Microsoft 365

Microsoft Edge

Microsoft Teams

Job description

Description

Wage: $20.34 to $25.38 hourly

Job Type: Part Time (~32 hours per week)

Closing Date: 9/20/26 or until filled

Purpose: Reporting to the Youth and Family Services (YFS) 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

Requirements

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.

Salary Description

$20.34 to $25.38 hourly