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SENIOR CUSTOMER SERVICE CLERK (Passports)

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SENIOR CUSTOMER SERVICE CLERK (Passports)

Salary

$17.73 - $21.06 Hourly

Location

Various

Job Type

Full Time

Job Number

36784

Department

Houston Public Library

Division

HPL - CENTRAL LIBRARY SERVICES

Opening Date

07/18/2025

Closing Date

7/24/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

APPLICATION ACCEPTED FROM: ALL PERSONS INTERESTED

DIVISION: CUSTOMER EXPERIENCE

Workday & Hours: Rotating Shift - Monday - Sunday - 8a.m. - 8p.m. *includes evenings and weekends

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. Must be able to effectively communicate orally and in writing. 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. Employees must be willing to work one evening a week and a weekend (Saturday and/or Sunday) 8:00am - 8:15pm / Rotating Shift.

Senior Customer Service Clerk (Passport) duties:

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

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

• 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.

Library duties:

• Interacting with customers at the customer service desk and via curbside services to find basic information and library materials, checking in and out materials.

• Registers 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.

• Possesses a good working knowledge on use of Microsoft operating system and software

• Possess a good working knowledge of the use of Internet software, media applications, digital technologies, android, iOS, and other software.

• Shelving library materials.

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

The position is physically comfortable, the individual has discretion about walking, standing, etc. There are no major sources of discomfort, i.e., essentially normal office environment with acceptable lighting, temperature and air conditions. Requires the ability to make simple gross motor responses within large tolerances. 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.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or GED.

EXPERIENCE REQUIREMENTS

One (1) year of verifiable Customer Service experience is required.

PREFERENCES

PREFERENCES

• Proficient computer skills and working knowledge of Microsoft Office Suite.

• Experience working with people of diverse backgrounds.

• Ability to communicate effectively orally and in writing.

• Strong interpersonal skills and the ability to collaborate with others.

• Experience working with children and families.

• A valid Texas driver’s license or the ability to obtain one within 30 days of selection preferred.

• To better serve our diverse communities, bi-lingual fluency in any of the following foreign languages preferred (Spanish, Chinese, Vietnamese, Arabic, French).

GENERAL INFORMATION

SELECTION / SKILLS TESTS REQUIRED

The selection process will involve application review and/or interview. The department may administer skills assessment test.

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 832-393-0473).

If you need special services or accommodations, call 832-393-0473. (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.

Applicants are encouraged to attach a cover letter and resume along with their completed application when applying.

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

+ Supplemental Insurance

+ 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

+ Compensable Sick Leave

+ Personal Leave

+ Flexible schedules

+ Hybrid-Telework for eligible positions

+ Professional development opportunities

+ Transportation/parking plan

+ Section 125 pretax deductions

+ Dependent Care Reimbursement Plan

+ Paid Prenatal, Parental and Infant Wellness Leaves

+ Healthcare Flexible Spending Account

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

01

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

02

What is the "highest" level of education you have successfully completed?

+ 9th to 11th grade

+ High School Diploma / GED

+ Associate degree

+ Bachelor degree and beyond

03

Please indicate the amount of "verifiable" clerical/customer service experience you have: (select one)

+ Less than 1 year.

+ 1 years but less than 2 years.

+ 2 years but less than 4 years.

+ 4 years and beyond.

04

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

+ Over the telephone.

+ Face to Face.

+ Email.

+ Curbside.

+ I have no experience with Customer Interaction.,

05

Skill Set: Which of the following types of legal or government forms or documents do you have professional experience with? (Please select all that apply).

+ Tax Form Preparation.

+ Passport Applications.

+ Medicare Forms

+ Notarizing documents.

+ I have no experience.

06

Please indicate your "highest" level of proficiency in using the Microsoft Office Suite.

+ BASIC: Create a new document, enter text, and save it; navigate in a document and perform a search; format cells, rows, and columns; modify a database and insert data from another; application; create title and bullet slides; work with text, drawn objects, and drawing tools.

+ INTERMEDIATE: Create mail merges, sort and filter them; customize toolbars; run and record Macros; filter data and manage a filtered list; create and modify some Macro commands; create, modify, and format charts; create basic Macros to automate forms and data entry; customize the appearance and functionality of reports; use hyperlinks and perform data integration.

+ ADVANCED: Manage table data, sort and filter merges, advanced techniques for analyzing and manipulating data in Excel. delete e-mails from the Inbox, Sent Items and Deleted Items folders, Add, edit, move and delete appointments on your calendar.

+ I have no MS Office Suite experience.

07

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

+ I am not bilingual

08

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

+ YES

+ NO

09

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

+ YES

+ NO

10

Are you a current Houston Public Library employee?

+ YES

+ NO

11

Do you have a valid Texas driver’s license or the ability to obtain one within 30 days of selection?

+ YES

+ NO

12

In 100 words are less, please briefly describe your experience processing legal or government forms and documents. (If you do not have experience, please put N/A).

13

In 100 words are less, please describe your clerical/customer service experience.

Required Question