Brooklyn Public Library

  • Assistant Manager, Passport Services

    Posted Date 1 month ago(5/13/2019 12:01 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 (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.


    • 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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