DEPARTMENT SERVICES AIDE (Entry-Experienced) Passport Acceptance

Minimum Qualifications

• Knowledge of modern office procedures, methods, equipment, and software such as Microsoft Suite
• Proper telephone etiquette and customer service principles
• English usage, spelling, grammar, punctuation and basic math
• Ability to interpret and apply City policies and procedures correctly
• Perform general clerical work with speed and accuracy
• Communicate clearly and courteously, both orally and in writing
• Establish and maintain effective working relationships with the public and staff
• Learn specialized passport processing procedures efficiently and in a timely manner
• Deliver quality customer service efficiently

Education and Experience

• A high school diploma or equivalent certificate
• Three (3) years of clerical support, reception, and customer service experience in a high-volume office environment
• Prior or current certification as a Passport Acceptance Agent is highly desirable

Essential Duties

• Passport Acceptance Responsibilities
• Review and process passport applications during scheduled 15-minute appointments
• Verify applicant identities and supporting documentation in strict accordance with federal guidelines
• Provide clear, concise guidance on passport requirements; resolve discrepancies as applicable
• Maintain accurate logs and records of processed applications; ensure secure handling of sensitive data
• Manage high-volume appointment flow to meet procedural time constraints
• Monitor irregularities in submissions; document issues and recommend corrective action
• Clerical and Administrative Duties
• Greet visitors, answer and route multi-line telephone calls
• Distribute incoming/outgoing mail; copy, collate, and bind documents
• Maintain up-to-date logs, files, calendars, and records for passport and general office functions
• Accept and process payments using cash handling and electronic payment systems
• Operate office equipment including computers, fax machines, scanners, and copiers
• Perform related duties as assigned