Senior Customer Service Clerk - Passports

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Senior Customer Service Clerk - Passports

Salary

$16.29 - $17.50 Hourly

Location

Various

Job Type

Full Time

Job Number

33803

Department

Houston Public Library

Division

HPL - NEIGHBORHOOD LIBRARY SYSTEM

Opening Date

05/15/2024

Closing Date

6/14/2024 11:59 PM Central

• Description

• Benefits

• Questions

POSITION OVERVIEW

Applications Accepted From: All Persons Interested

PN# 33803

Division: Customer Experience

Section: Various

Workdays & Hours: Monday - Sunday, 8:00 am - 8:00 pm (varies)*

*Subject To Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

Houston Public Library (HPL) is seeking an energetic, flexible, team-oriented person with a passion for customer service to work as a Senior Customer Service Clerk (Passport) at one of our passport acceptance facilities. Successful candidates will communicate effectively, provide exceptional customer service, enjoy working with new and emerging technologies, be at ease multitasking in a fast-paced public service setting and enjoy interacting with people of all ages from diverse backgrounds.

The Senior Customer Service Clerk (Passport) will perform:

Passport Acceptance duties including:

• Complete a passport certification exam and maintain annual re-certification;

• Receiving legal documentation to fully execute a Passport Application with complete accuracy;

• Complying with all applicable Federal regulations;

• Providing information about HPL's Passport Office and passport requirements to customers;

• Keeping accurate inventory of required forms and supplies and reordering as needed;

• Accurately packing and mailing executed Passport Applications and tracking application packages to ensure receipt;

• Collecting all applicable fees;

• Maintaining accurate records and providing timely statistical and activity reports;

• Based on Federal mandate, the selected applicant must be a U.S. Citizen.

Library duties including:

• Interacting with customers at the customer service desk and via curbside services to find basic information and library materials, checking in and out materials, registering customers for library cards, and facilitating the use of express check and other library technology

• Explaining policies and procedures and collects payment of fines and fees;

• Demonstrating a general knowledge of public library programs and services;

• Possessing a good working knowledge on use of Microsoft operating system and software, Internet software and media applications, digital technologies, android, iOS, and other software;

• Shelving library materials;

• Working evenings and a weekend (Saturday and Sunday) rotation.

Applicants are encouraged to submit a Cover Letter and Resume when applying. For a location listing of our Neighborhood Libraries and Central Library, please visit https://www.houstonlibrary.org/all-locations

Working Conditions

Position requires stooping and bending; lifting of library materials up to 20 pounds. Must be able to move freely throughout the library to file/retrieve library materials. Must be able to effectively communicate orally and in writing

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Requires a high school diploma or a GED.

EXPERIENCE REQUIREMENTS

One (1) year of clerical/customer service experience is required .

LICENSE REQUIREMENTS

A valid Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2) preferred

PREFERENCES

• Proficient computer skills and working knowledge of Microsoft Office

• Experience working with people of diverse backgrounds

• Experience working with children and families

• Ability to communicate effectively orally and in writing.

• Strong interpersonal skills and the ability to collaborate with others and to better serve our diverse communities, fluency in a foreign language is highly preferred

• To better serve our diverse communities, fluency in a foreign language, especially Spanish is highly preferred.

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED None

Application review and/or interview. However, the Department may administer a skill assessment evaluation.

SAFETY IMPACT POSITION No

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

Pay Grade 12

SALARY INFORMATION

Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (832.393.1439).

If you need special services or accommodations, call 832.393.1439. (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE - Equal Opportunity Employer

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.

Benefits include:

• Medical

• Dental

• Vision

• Wellness

• Life insurance

• Long-term disability

• Retirement pension

• 457 deferred compensation plan

• Employee Assistance Program

• 10 days of vacation each year

• 11 city holidays, plus one floating holiday

• Flexible schedules

• Professional development opportunities

• Transportation/parking plan

• Section 125 pretax deductions

• Dependent Care Reimbursement Plan

• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Are you a current Houston Public Library employee?

• Yes

• No

  02

  Please indicate the highest level of education you have successfully completed and received a diploma/degree: (select one)

• High School/GED

• Associate's degree

• Bachelor's degree or higher

• None of the above

  03

  Please indicate the amount of verifiable customer service experience you have.

• Less than 1 year

• 1 year to less than 2 years

• 2 years to less than 4 years

• 4 years or more

• No experience

  04

  Briefly describe your customer service work experience.

  05

  Which of the following customer service interactions do you have the most experience with? (Check all that apply)

• Over the phone

• Face to face

• Email

• Curbside

• No customer interaction

  06

  Please indicate your proficiency level in Microsoft Word & Excel, and Internet Research:

• Beginner (ex: create basic documents and/or spreadsheets with limited experience with other functionalities)

• Intermediate (ex: insert page breaks, header/footer, and/or generate auto-calculating and basic cell formatting)

• Advanced (ex: insert table of contents, generate tables, create mail merge and/or conditional formatting, table formatting, sort/filter cells, cell data validation/consolidation)

• No experience

  07

  Which of the following types of legal or government forms or documents do you have professional experience with? (Check all that apply)

• Tax Form Preparation

• Passport Applications

• Medicare Forms

• Notarizing documents

• No experience

  08

  Please briefly describe your experience processing legal or government forms and documents (If you do not have experience please put N/A).

  09

  Are you willing to work a rotating shift, which will consist of varied hours with Monday - Sunday, 8:15 am - 8:15 pm?

• Yes

• No

  10

  Please indicate languages, other than English, in which you are fluent (reading, writing, and/or speaking). Check all that apply:

• Spanish

• Chinese

• Vietnamese

• Arabic

• French

• Other language

• I am not bilingual

  11

  Based on federal mandate, Passport agents must be U. S. Citizens. Are you a U. S. Citizen?

• Yes

• No

  12

  Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

• Yes

• No

  Required Question