Passport Agent​/Customer Service Representative

This position is eligible for the extensive benefits the City of West Jordan offers! Benefits include medical, dental, vision, and life insurance coverage, plus up-front and matching Health Savings Account contributions. Employees also have access to our brand-new Employee Health Center located at City Hall, receive contributions to a pension account through Utah Retirement System, as well as deferred savings account match options.

Enjoy work-life balance with substantial paid holidays, vacation, and sick leave. The City also offers tuition reimbursement and down payment assistance programs!

Under the general supervision and direction of the City Recorder’s Office, performs customer service and coordinates passport acceptance services.

• Answer and direct a high volume of phone calls related to City services.
• Receive and sort all incoming mail and prepare outgoing mail.
• Coordinate taking passport photos, acceptance services, including responding to questions about passport processing, delivering passport applications to the post office, and tracking passport applications.
• Stay informed of changes to the passport acceptance process and share updates with other passport agents.
• Receive payments and process receipts for services.
• Reconcile receipts each day and prepare deposit for the Treasurer’s Office.
• Perform administrative support duties as assigned.
• Perform other related duties and responsibilities as assigned.

• Education: High school diploma or GED.
• Experience: One year of customer service, office support, or office administrative assistant experience.
• Certifications/Licenses: Valid Utah Driver’s License;
  Must pass U.S. State Department regulations and be certified as a passport agent within two weeks of hire.

Knowledge of:

• Correct use of the English language.
• Proper grammar, spelling, and punctuation.
• General use of a personal computer, software, 10-key calculator, phone, copy machine, internet, and document imaging scanner.
• Modern office practices and procedures.

Skill with:

• Following verbal and written procedures and instructions.
• Maintaining a congenial working relationship with public, staff, and other agencies.
• Working well under high pressure situations.

Ability to:

• Communicate effectively both verbally and in writing.
• Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.
• Maintain a positive, professional, and empathetic attitude toward customers at all times.
• Stay calm under pressure.
• Apply tact and judgment to deal with and influence people.
• Maintain confidentiality of documents and information.

Work in a standard office environment which includes reaching, bending, sitting, standing, talking, hearing, and listening. Ability to work a flexible schedule, including evenings, and Saturday work as required.