Customer Experience Representative

Customer Experience Representative Application Deadline: 29 May 2026 Department: Circulation Employment Type: Part Time Location: Multiple Library Locations Reporting To: Serina Pulido Compensation: $16.93 / hour Description Working at Poudre Libraries is about being part of a dynamic organization that is transforming the community and having fun along the way. You’ll be instrumental in helping our library customers connect to the ideas, information, and resources that spark their curiosity and support lifelong learning. More than 1 million people come through our doors each year and tens of thousands more access important library services online and through our outreach efforts, making the Library District – and its staff – an indispensable public resource. Come check us out! Selection Process All applicants must apply online and submit a cover letter and resume. Applicants will receive an email acknowledgment when the application has been successfully submitted. Applicants who are selected for further testing or interviews will be contacted by someone on the hiring team to schedule. Please keep your contact information up to date. NO PHONE CALLS, PLEASE. Post‑offer background and MVR check is required. Job Title Customer Experience Representative Reports To: Circulation Supervisor Department: Circulation Location: Multiple Library Locations FLSA Status: Non‑Exempt Job Classification: Hourly Benefits: Hourly Benefits Hiring Range: $16.93 / hour Job Summary Poudre Libraries is hiring Circulation Experience Representatives to join our amazing Circulation teams! As the Circulation Experience Representative, you will provide support and assistance to the Circulation Supervisor and Assistant Circulation Supervisors. Essential Duties + Responsibilities Create a welcoming environment for all customers and staff that fosters equity, diversity, and inclusion by seeking to understand, respect, and value individual differences. Demonstrate tactful and conscientious service to people of all ages, races, abilities, cultures, and genders. Effectively and efficiently perform job tasks and present a positive image of the library in attitude, communications, and presence while performing duties in both the public and staff areas accurately and with a minimum of errors. Perform shelving duties such as loading and unloading carts, ordering, sorting and shelving books and other library materials. Operate Automated Materials Handler (AMH) machine including routine upkeep and basic troubleshooting. Retrieve, process, and sort library materials to fulfill customer requests. Monitor and assist with overflow/crowding of collections and report areas of concern to supervisor. Research item‑specific information in the library database. Navigate library databases, create new customer accounts, and update and maintain records with established formatting and in compliance with Colorado Library Privacy Law. Assist customers with circulation‑related tasks, including: Check library materials in and out Place holds Provide directional assistance Collect fees including collection agency accounts under $75 with supervisor support Answer basic questions Support public printing, copying, and faxing services Troubleshoot customer concerns and account issues under the direction of a supervisor. Maintain a clean, organized work area. Demonstrate a professional, positive, cooperative, flexible, team‑oriented working relationship with customers, volunteers, and staff. May provide basic training and support to new hires, work‑study students, volunteers, and existing staff as assigned by a supervisor. May assist customers in locating and/or reserving study room spaces. May assist with recording accurate circulation statistics under the direction of a supervisor. May support Person in Charge (PIC) in opening and closing the library in the absence of a supervisor. Help maintain safety, security and healthy environments in the library. Respond to facility hazards and emergencies according to protocols. Stay current on Poudre Libraries policies, processes, procedures, events, and technologies required to perform work duties. Participate in training and continuing education as needed. Perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge, Skills + Abilities Must possess excellent customer service experience and skills, including deescalating difficult patrons and navigating occasional volatile situations. Must possess excellent communication skills; ability to communicate effectively and appropriately with a diverse population, co‑workers, and supervisor. Ability to read and interpret a variety of documents. Ability to do detailed work, including data entry, accurately. Ability to work a flexible schedule, including night and weekend shifts (both Saturdays and Sundays). General knowledge of office equipment. Ability to learn and use new technologies. Basic math skills. Education + Experience Minimum of one (1) year customer service experience is desirable. Certificates + Licenses None required. Language Abilities Ability to read and speak English fluently is required. Conversational ability in other languages is desirable. Supervisory Responsibilities This position has no supervisory responsibilities. Work Environment + Physical Demands Work primarily in a public library environment and sometimes in community settings. The demands on the visual sense are very high. Regularly sit, stand, walk, use hands to handle or feel, lift and/or move up to 10 pounds, talk and hear. Regularly reach, lift and move arms above shoulder level. Occasionally push movable carts weighing up to 150 pounds. Occasionally lift and/or move materials weighing up to 30 pounds. Occasionally bend, stoop, kneel, crouch, crawl, climb, or balance. Concentrate on and complete tasks in the presence of distractions. Regularly operate a variety of standard office equipment including a computer, laptop and/or tablet PC, telephone, e‑reader, calculator, point of sale system, bar code reader, copy and fax machines. Continuous and repetitive arm, hand, and eye movement. Moderate to loud noise levels. Travel to/from meetings and various locations. Work shifts vary and occur during all library operating hours. Important Information The Poudre Libraries will make reasonable accommodations for access to Library District services, programs and activities and will make special communication arrangements for persons with disabilities. Please call View phone number on click.appcast.io for assistance. Poudre Libraries is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to gender (regardless of gender identity or gender expression), race, color, religion, creed, national origin, ancestry, age 40 years or older, marital status, disability, sexual orientation, genetic information, pregnancy or other characteristics protected by law. For the purpose of this Library District policy “sexual orientation” means a person’s actual or perceived orientation toward heterosexuality, homosexuality, and bisexuality. Note: Some information in your application may be public information under the Colorado Open Records Act. Benefits This position is not eligible for benefits. Information about leave, wellness, and learning & development can be found here. #J-18808-Ljbffr Poudrelibraries