Senior Customer Service Clerk Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/4765742) Apply  Senior Customer Service Clerk Salary $16.29 - $19.55 Hourly Location Various Job Type Full Time Job Number 35764 Department Houston Public Library Division HPL - NEIGHBORHOOD LIBRARY SYSTEM Opening Date 12/18/2024 Closing Date 12/24/2024 11:59 PM Central + Description + Benefits + Questions POSITION OVERVIEW Applications Accepted From: All Persons Interested PN#35764 Division: Customer Experience Section: Various Workdays & Hours: Monday - Sunday, 8:00 am - 8:15 pm (varies) *Subject To Change DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS Houston Public Library (HPL) is seeking team-oriented people with a passion for customer service to work as Senior Customer Service Clerks. Successful candidates will communicate effectively, provide exceptional customer service, enjoy working with technology, be at ease multitasking in a fast-paced public service setting, and enjoy interacting with people of all ages from diverse backgrounds. The selected candidates will greet and interact with customers at the customer service desk and via the phone to find basic information and library materials, facilitate the use of public computers and laptops, troubleshoot technology-related materials, provide information regarding library services, programs, policies, and procedures, retrieve materials for customers and shelve returned library materials, and work one evening a week and a weekend (Saturday and/or Sunday) 8:00 am - 8:15 pm / Rotating Shift The Senior Customer Service Clerk – Youth will: + Provide programming in the library for all ages including story time, crafts, STEM kits, and after school activities. + Apply an energetic, enthusiastic, and tech savvy approach to all aspects of service and program delivery. + Work with community groups including schools to share library resources with youth and their caregivers through outreach and programming. + Assist with shelving and collection maintenance. The Senior Customer Service Clerk – Adult Services will: + Provide programming in the library for all ages including Living English Lessons, citizenship classes, book clubs, computer classes, programs for seniors, workforce development, and after school activities. + Provide technology assistance to library customers and staff including e-mail, answering Microsoft product questions, and navigating the Internet. + Assist with collaborative efforts within the local community by participating in outreach and programming events. + Assist with shelving and collection maintenance. HPL serves a population of 2.2 million citizens through a network of Neighborhood Libraries spread out across the Houston area, a Central Library, and three Special Collections Libraries. For a listing of our locations, please visit www.houstonlibrary.org/hpl-locations Applicants are encouraged to submit a Cover Letter and Resume when applying. 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 + 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. To better serve our diverse communities, fluency in a foreign language is highly preferred. Preference will be given to the applicants who have an understanding of public library operations with project management experience as well as Sirsi Dynix Symphony experience. **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 + 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 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. If you have none, please put N/A. 05 Do you have experience working in a public library? + Yes + No 06 Which of the positions are you most interested in? (Candidates will be considered for all positions regardless of their selection.) + Youth Services + Adult Services 07 Do you have any of the following experiences working with youth or adults? (Check all that apply) + Reading aloud to children + Arts and craft + Science or Stem activities + Teaching technology skills + Teaching English or citizenship classes + Assisting with job seeking + No customer interaction 08 Describe your experience providing services or programs to youth. If you have none, please put N/A. 09 Describe your experience working with or teaching adults. If you have none, please put N/A. 10 Customer service jobs such as this one can often involve stressful interactions with customers on a daily basis and requires dealing with people who may become upset with you or be disruptive and confrontational. How comfortable are you with diffusing these types of interactions? + Very Comfortable (I remain calm and enforce rules consistently without needing the manager, and feel empowered to call police when necessary) + Comfortable (I get the person in charge to assist with more difficult situations) + Very Uncomfortable (I don't feel comfortable in high-stress situations and need supervisory backup often) 11 Please describe your experience working with disruptive or confrontational customers. If you have none, please put N/A. 12 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 13 Are you willing to work a rotating shift, which will consist of varied hours within Monday - Sunday, 8:15am - 8:15pm? + Yes + No 14 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