Assistant Manager, Passport Services Job at Brooklyn Public Library
Brooklyn Public Library Brooklyn, NY 11238
$41,600 - $47,500 a year
Overview:
The Assistant Manager of Passport Services assists the Manager with the operations of all library passport acceptance facilities, currently housed in (2) two Brooklyn Public Library locations (Central Library & Kings Highway Library). The Assistant Manager will ensure that all daily operations meet & exceed standards designated by the State Department and Brooklyn Public Library. These standards include a focus upon daily customer satisfaction. This position reports to the Manager of Passport Services.
Responsibilities:
- Assist with the operations at all library passport locations and ensure excellent performance that meets/exceeds all policies, requirements and standards
- Focus & assist with setting a customer service approach at all passport acceptance locations through continual performance improvement activity
- Must be able to perform quality checks for standard fee information on individual applications
- Ability to follow pre-set pattern for document sequencing
- Assess and address staff performance issues utilizing progressive discipline in an effort to promote efficiency and effectiveness
- Assist manager with training new passport acceptance agents
- Resolve customer-related problems and staffing concerns using sound judgment and decision making skills
- Based upon volume, execute the processing of applications
- Schedule staff coverage at all locations
- Responsible for assisting with reports and statistics as required to BPL departments and to the Department of State.
- Manage daily timekeeping records
- Stay abreast of current events as they relate to passport requirements, domestic & international travel and state & federal guidelines
- May attend external trainings, workshops or conferences as needed
- May be requested to provide formal and informal briefings to visitors
- Perform other duties as assigned
- High School Diploma required; Associate’s Degree preferred
- A minimum of 3 years of customer service experience
- Supervisory experience necessary
- Must take & pass the US State Department Passport Acceptance Agent certification course within two weeks of hiring
- Successful track record of managing and collaborating with staff in a manner that is flexible and supportive yet ensures accountability
- Communicate clearly and concisely, verbally and in writing
- Collaborative team player with project management skills
- Demonstrated experience developing and delivering exceptional customer service strategies in a fast moving environment
- Demonstrated excellence in communication skills for negotiating, presenting and resolving complex issues and responding effectively to sensitive inquiries and complaints
- Exceptional problem solving, analytical and organizational skills
- Proven, professional presence that commands the respect and trust of customers and employees at all levels with the organization
- Proven ability to interpret and apply library policy and regulatory requirements designated by the US State Department
- Commitment to maintaining confidentiality standards
- Possess flexibility and adaptability in reacting to new situations or when working in a new environment
- Strong attention to detail and multi-tasking skills
- Advanced understanding of MS office applications (Excel, Word, Outlook, and PowerPoint)
- Ability to prioritize workload for large teams
- Ability to work in a fast-pace environment
- Ability to work weekends & varying shifts
- Ability to listen, capture and translate new challenges coming from consumers and colleagues interfacing them
- Must possess & maintain NYS Driver’s License
- Travel required to all locations
- Fluency in another language is desirable
- Physical demands may include: sitting/standing for long periods of time, filing, moving/boxing material, walking and driving
This is a non-union position and the salary range is $41,600-$47,500.
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