| Purpose: |
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Under general supervision, collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to customers. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Communicates, mediates, and negotiates with customers to resolve complex customer service issues.
- Initiates the resolution of customer service issues.
- Recommends, anticipates, resolves, and facilitates improvements to service delivery deficiencies.
- Coordinates and trains personnel in effective communication/customer service/service delivery topics.
- Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies and procedures.
- Communicates with department, city public information and public education staff to promote core information/issue themes on community-wide level.
- Assists in policy/procedure development and implementation processes.
- Produces memos, letters, reports, other written material, or audio/visual material.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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None.
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of city practice, policy, procedure, statutes, and ordinances.
- Skill in oral and written communication.
- Skill in using computers and related software applications.
- Skill in handling multiple tasks and prioritizing.
- Skill in handling conflict and uncertain situations.
- Skill in data analysis and problem solving.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to train others.
- Ability to quickly recognize and analyze irregular events.
- Ability to establish and maintain effective communication and working relationships with city employees and the public.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus three (3) years related experience.
- Experience may substitute for education up to four (4) years.
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| Licenses and Certifications Required: |
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None.
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