Brooklyn Public Library

  • Assistant Manager, Passport Services

    Posted Date 1 month ago(3/23/2018 5:02 PM)
    Job ID
    # of Openings
    Public Safety/Security
    Location Name
    Passport Services Central
  • Overview

    The Assistant Manager of Passport Services assists the manager with the operations of all library passport acceptance facilities, currently housed in (3) three Brooklyn Public Library branch locations. The assistant manager will ensure that all daily operations meet & exceed standards designated by the State Department and the Brooklyn Public Library. These standards include a focus upon daily customer satisfaction. This position reports to the Manager of Passport Services.



    • 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


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