SENIOR CUSTOMER SERVICE CLERK (Youth or Adult) Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5009480) Apply  SENIOR CUSTOMER SERVICE CLERK (Youth or Adult) Salary $17.73 - $21.06 Hourly Location Various Job Type Full Time Job Number 36782 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 The Houston Public Library (HPL) is seeking team-oriented people with a passion for customer service, to work as a Senior Customer Service Clerk with Youth or Adults. The successful candidate will communicate effectively, provide an exceptional customer service experience, enjoy working with technology, be at ease multi-tasking in a fast-paced public service setting, and enjoy interacting with people of all ages from diverse backgrounds. The selected candidate is expected to greet and interact with customers at the customer service desk and via the telephone 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. Library duties include interacting with customers via curbside services, checking in and out materials, registering customers for library cards, and facilitating the use of express check and other library technology. Responsible for explaining policies and procedures, collects payment of fines and fees. 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. Shelving library materials. Employee must be willing to work one evening a week and a weekend (Saturday and/or Sunday) 8:00am - 8:15pm / Rotating Shift. The Senior Customer Service Clerk – (Youth Services): • Provide programming in the library for all ages including story time, crafts, STEM kits, and after school programs. • 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): • 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. The Houston Public Library (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/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. Must be able to effectively communicate orally and in writing. 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 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. + To better serve our diverse communities, bi-lingual fluency in any of the following foreign languages preferred (Spanish, Chinese, Vietnamese, Arabic, French). + A valid Texas driver’s license or the ability to obtain one within 30 days of selection 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 REQUIRED The selection process will involve application review and/or interview. 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 completed + High School Diploma / GED + Associate degree + Bachelor Degree and beyond 03 Please indicate how much clerical/customer service experience do you possess? + Less than 1 year + 1 year but less than 2 + 2 years but less than 4 + 4 or more years of experience 04 Are you a current Houston Public Library Employee? + YES + NO 05 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 do not speak a foreign language. 06 Which of the following customer service interactions do you have the most experience with? (Check all that apply). + Over the telephone. + Face to face customer service interaction. + Email. + Curbside customer service. + None of the above. 07 Please indicate how much "paid" experience you possess working in a public library? + 0 to 6 months of experience. + 6 months to 1 year. + 1 year to 3 years. + 3 years and beyond. 08 Please "select" all that you have "verifiable" work history working with? (Check all that apply). + Reading aloud to children. + Arts and Crafts. + Science or STEM activities. + After school activities. + Teaching technology skills. + Teaching English or citizenship classes. + Assisting with job seeking. + None of the above. 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 Do you have a valid Texas driver’s license or the ability to obtain one within 30 days of selection? + Yes + NO 11 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. 12 In 100 words are less, please describe your experience providing services or programs to youth including after school activities and story time. If you have none, please put N/A. 13 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. In 100 words or less please describe a situation you had to deal with customer conflict, what was the challenge and how did you resolve the conflict? If you have none, please put N/A. Required Question