Customer Experience Associate I

To proceed with your application, please apply directly on the DCL.org webpage or at the link below: https://recruiting.paylocity.com/recruiting/jobs/Details/2255133/Douglas-County-Libraries/Customer-Experience-Associate-I

Wage: $17.05 to $20.06 Hourly

Job Type: Full Time

Closing Date: 3/4/2024 or until filled

Evening and weekend availability is required.

Purpose: 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 DCL service model.

Essential Duties and Responsibilities:

90% Customer Service:

• Greets customers as they arrive at the library, supporting DCL’s mission of providing customers with a consistent, exceptional experience. Demonstrates tact, professionalism, and hospitality in all guest interactions.
• Consistently delivers service in accordance with the CARE model, demonstrating a courteous and helpful attitude to all customers in a variety of circumstances.
• Presents a positive image of the library in attitude, communications, and appearance while performing duties in both the public and staff areas.
• Provides directional assistance to customers.
• Proficiently performs circulation functions including login, check-in, check-out, placing holds and trace functions, collecting fines, customer registration, and issuing library cards. Adept at opening and closing procedures, and procedures that support branch operations.
• Provides basic technical assistance to customers utilizing DCL equipment.
• Connects customers with library services and community resources as opportunities arise.
• Provides proactive solutions to questions, offers guidance to access additional resources, and makes recommendations for further reading and viewing material.
• Assists in the delivery of branch activities, events, and programs.
• 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.
• Maintains the merchandising and hand-selling of library materials.
• Performs seamless customer handoffs in situations where advanced service is needed.
• Demonstrates teamwork and collaboration with co-workers, staff, and volunteers.
• Self-motivated, professional, outgoing, and engaging with customers, volunteers, and vendors.
• Ability to work a varied schedule to include nights and weekends.

10% 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.
• Maintains knowledge and use of computers, Microsoft Office Products, and DCL software and platforms.

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
• Extended Illness time off
• Leaves of Absence for Qualifying Events

*Benefits are subject to change

Experience & Qualifications:

Required:

• High School diploma or equivalent
• One year customer service experience or volunteer experience
• Fluency in Microsoft Office and utilization of online platforms and websites

Preferred:

• Associate’s degree or higher

A combination of experience and education will be considered.

Physical Requirements: 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.

Job Type: Part-time

Pay: $17.05 - $20.06 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person