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.

Responsibilities- Supervision and/or Leadership Exercised:

• None.