This position is responsible for processing U.S. passport applications. Reviews passport applicant information, ensures applications are completed and submitted correctly and in a timely fashion, answers questions about passport applications, and follows up on problem applications as needed. Keeps internal and external records of passport applications and activities, following all regulations and requirements established by Harris County Public Library and the federal government. Demonstrate knowledge of all library operations and deliver exceptional customer service experience.

Duties & Responsibilities:

• Accepts and processes U.S. passport applications.
• Verify application for proper completion, presentation of documentary evidence of birth in the United States or naturalization, and record the evidence submitted for proof of identity.
• Confirms the submission of necessary supporting materials
• Collects fees; prepares transmittal forms and envelopes for mail
• Prepares cash and credit card receipts documentation.
• Stays up-to-date on passport application procedures
• Answers informational and directional questions about passport applications
• Addresses and resolves issues or problems related to passports.
• Performs passport desk opening and closing procedures and participates in general library opening and closing procedures.
• Maintains records per the library's and the U.S. government's retention policies, passport files, and supplies.
• Tracks, compiles, and submits passport statistics.
• Maintains supply of passport-related printed materials for public distribution.
• Provide circulation services tasks and support programs
• Provide customer service and manage customer accounts using the integrated library system software in the library and during outreach events
• Basic reference service in the library and during outreach events
• Attend staff meetings and activities and actively serve on committees
• Other duties as assigned

Requirements

Education:

Experience:

• One (1) year of customer service experience

Additional Requirements:

• Must meet the U.S. Department of State Bureau of Consular Affairs requirements to perform Passport Application Agent duties:
• Be at least 18 years of age
• Be a U.S. citizen or U.S. national
• Become a permanent full-time or part-time employee (not temporary, contractual, ad hoc, or volunteer)
• Are not on parole or probation related to any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude (i.e., embezzlement, document fraud, drug offense, or dishonesty carrying out a responsibility involving public trust)
• Are not presently under indictment for any federal, state, or local felony or misdemeanor related to breach of trust or moral turpitude
• Are free of any federal, state, or local felony convictions or misdemeanor convictions related to breach of trust or moral turpitude

Knowledge, Skills & Abilities:

• Knowledge of administrative and clerical procedures and systems
• Ability to make judgments and decision-making skills.
• Ability to apply critical thinking skills such as logic and inductive or deductive reasoning to analyze problems, identify alternative solutions, and implement plans supporting goals.
• Time management skills, including the ability to manage the time of others.
• Knowledge of standard practices for providing customer services in libraries.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent communication skills (verbal & written)
• Ability to establish and maintain effective working relationships and foster teamwork in a diverse environment
• Ability to work well with public and staff members
• Proficient with Social Media (Facebook, Twitter, Instagram, etc.)
• Proficient with the Internet and Office 365
• Must use your personal mobile device for our Multifactor Authentication process

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. \\\\\\\\\\\\\\\"See Resume\\\\\\\\\\\\\\\" will not be accepted for qualifications.

Preferences

Language:

• Bilingual

General Information

Position Type and Typical Hours of Work:

• Full-Time | Regular 40 hours a week
• Typical shifts are Day, Evening, Night Weekends, etc.
• May require attending meetings, council sessions, or after-hours events and off-site meetings.

Salary:

• $16.76 Per Hour
• Paid Biweekly