SENIOR CUSTOMER SERVICE CLERK

POSITION OVERVIEW

Applications accepted from: All Persons Interested

Division: Customer Experience
Reporting Location: McGovern – Stella Link Neighborhood Library
Workdays & Hours: * Varied (hours within Mon – Sun, 8:00 am – 8:15 pm / Rotating Shift)

Subject to change

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

Houston Public Library (HPL) is seeking energetic, flexible, team-oriented people with a passion for customer service to work as Senior Customer Service Clerks (Passport) in our neighborhood libraries. HPL serves a population of 2.2 million citizens through a network of 37 Neighborhood Libraries spread out across the Houston area. Successful candidates will communicate effectively, provide exceptional customer service, enjoy working with, learning, and teaching 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 have the following duties:

Passport Acceptance Including:

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;
Will be required to pass a passport certification exam and maintain annual re-certification;
Based on Federal mandate, the selected applicant must be a U.S. Citizen

Library Duties

Identify customer needs and develop strategies to meet those needs;
Explains policies and procedures and collects payment of fines and fees
Demonstrate a general knowledge of public library programs and services;
Possess a good working knowledge on use of Microsoft operating system and software, Internet software and media applications, digital technologies, android, iOS, and other software.
Shelves and retrieves library materials for customers.
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 37 Neighborhood Libraries and Central Library, please visit www.houstonlibrary.org/hpl-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

EDUCATIONAL REQUIREMENTS
Requires a high school diploma or a GED.

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

LICENSE REQUIREMENTS
None

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; and
To better serve our diverse communities, fluency in a foreign language 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 REQUIRE None
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.

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.

Pay Grade 12

APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during posting opening and closing dates shown. 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 832-393-4897.

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. If you need special services or accommodations, please call TTY 7-1-1.

EEO Equal Employment Opportunity
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.