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SENIOR CUSTOMER SERVICE CLERK (PASSPORTS)

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SENIOR CUSTOMER SERVICE CLERK (PASSPORTS)

Salary

$18.35 - $21.83 Hourly

Location

500 McKinney St.

Job Type

Full Time

Job Number

37182

Department

Houston Public Library

Division

HPL - CENTRAL LIBRARY SERVICES

Opening Date

09/29/2025

Closing Date

10/5/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

APPLICATION ACCEPTED FROM: ALL PERSONS INTERESTED

DIVISION/SECTION: Customer Experience/ Central Library

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

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Customer service to work as a Senior Customer Service Clerk (Passport) at our passport acceptance facility at Central Library. Successful candidates will demonstrate strong communication skills, deliver outstanding customer service, and exhibit a genuine interest in engaging with individuals of all ages and diverse backgrounds.

About Us: The Houston Public Library’s mission—Linking YOU to the World—guides our vision to be Houston’s most trusted source of information. We are dedicated to fostering a connected and informed community, where all Houstonians have equitable access to resources and innovative tools that empower them to thrive in a global society. From early literacy to career development and lifelong enrichment, we are proud to support lifelong learning at every stage of life. We are more than just a place for books; we are a hub for community connection, where Houstonians come together to engage, collaborate, and build a sense of belonging.

Passport Acceptance Duties Include:

• 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, including educational sessions about passport services.

• 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 Include:

• Shelving library materials.

• Other duties as assigned.

• Interacting with customers at the customer service desk 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.

• 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.

• Employees must be willing to work one evening a week and a weekend (Saturday and/or Sunday) 8:00am - 8:15pm / Rotating Shift.

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.

MINIMUM REQUIREMENTS

EDUCATIONAL REQUIREMENTS

Requires a high school diploma or GED.

EXPERIENCE REQUIREMENTS

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

PREFERENCES

+ Proficient computer skills and working knowledge of Microsoft Office.

+ 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.

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

+ Preference will be given to those who are willing to work a r otating shift - Monday - Sunday - 8a.m. - 8p.m. *includes evenings and weekends.

*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

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

SAFETY IMPACT POSITION - YES

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

Have you previously been and/or are currently employed with the Houston Public Library?

+ YES

+ NO

04

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.

05

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.

06

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

+ YES

+ NO

07

Please indicate your "highest" level of proficiency in 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

08

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

+ Chinese

+ Vietnamese

+ Arabic

+ Spanish

+ French

+ Other languages

+ I am not bilingual

09

Please select all that you have verifiable work history with.

+ Experience working with people of diverse ethnic backgrounds.

+ Ability to communicate effectively orally and in writing.

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

+ None of the above.

10

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

+ YES

+ NO

11

The library has a set of Security Rules and Policy to ensure a safe and inviting space for all. Are you comfortable with addressing rules and/or policy violations with customers?

Required Question