Customer Service Specialist; Passports; Part-time

Description

You are a member of a team that is the heart of the East Columbia Branch
. A team that welcomes customers every day with a friendly smile and a wave. You create memorable experiences for customers who return again and again because of you. You are efficient and knowledgeable about our services and products, assisting our customers with their needs. You are the person they look for when they come and seek you out to say hello.

You embrace and maintain an environment of inclusion, diversity, and respect for your colleagues and customers. Whether working directly with customers or behind the scenes, our remarkable team is committed to education that aids in the dismantling of unjust systems and creating a more equitable and just society for all people. As such, we work to ensure that this mission achieves our racial and social equity goals in all that we do.

We are seeking a highly motivated a Customer Service Specialist to join our team! Candidates from traditionally underrepresented communities are encouraged to apply – Spanish-speaking a plus! We offer a friendly, collaborative work environment and a generous benefits package including 15 paid holidays and your birthday off.

Ready to join one of North America's leading and most transformative library systems to help us elevate services for our highly educated and supportive community?

• You are empathetic
• You engage well with others and love getting to know those around you
• You are passionate about delivering an extraordinary customer experience
• You are a problem solver and lifelong learner
• You are energetic and inspire fun
• You are a great communicator and a patient listener
• You love a well-oiled machine

• You are a designated passport acceptance agent (Please be advised that to be certified as a passport agent by the Department of State, you must be a U.S. Citizen)
• You enthusiastically welcome customers to the East Columbia Branch with a smile and provide a memorable customer experience
• You enjoy the time you spend at work, meeting new passport customers and assisting them
• You cheerfully check materials in and out, anticipating our customers’ needs
• You are at home at the keyboard, and are comfortable with helping customers at the copy center, or self-check out
• You provide memorable and efficient service to the public by connecting customers with the information they seek in person and over the phone
• You are knowledgeable about our products, events and services and enjoy sharing this information with customers
• You gracefully resolve customer issues, reconcile records and are a natural with money
• You are reliable. You assist with open and closing of building
• You take ownership of your assigned projects within Customer Service Department
• You value your time with fellow staff attending staff meetings and training sessions
• You serve as a passport acceptance agent
• You jump in where needed to perform other duties and special projects, as assigned
• You can be depended upon to maintain regular and predictable attendance
• You take pride in adhering to all policies and procedures

• We are your place to learn, connect, and grow.
• We contribute to achieving HCLS' racial and social equity goals. Please view the Brave Voices, Brave Choices initiative.
• We advance HCLS' educational mission, effectively communicating our curriculum, which comprises Three Pillars (Self-Directed Education, Research Assistance & Instruction, Instructive & Enlightening Experiences)

• High School diploma or equivalency certificate
• People skills - ability to work effectively with staff and customers of various races and ethnicities and enjoy it
• Minimum two years providing extraordinary customer service
• Demonstrated ability to be positive, adaptable, and forward-thinking

• You need to stand, walk, bend, stoop, squat, reach, and push/pull carts
• In addition, strenuous activity is required, such as carrying bags or boxes of books or arranging rooms for classes and events.
• Some driving required.

• Position located at the East Columbia Branch
• Works under the supervision of the Customer Service Supervisor
• Part-time; 20 hours per week;
  Monday - Saturday; days, evenings, and weekends, alternating Fridays and Saturdays; maximum of three Sundays out of four
• Grade 3;
  Full hourly range: $19.48 - $34.17
• Position closes on Tuesday, September 22, 2026 at 4 PM

Howard County's…