Extensive knowledge of the consumer and licensing-related local, state and federal, laws and regulations; Knowledge of customer relationship management software; Knowledge of the issues relating to consumer services, licensing, and regulation; Knowledge of resources available for diverse communities; Ability to lead and evaluate the work of professional and support staff in a complex, highly interactive work environment; Ability to mediate and investigate consumer complaints, tenant-landlord disputes, and cable television issues with tact, resourcefulness, and sound judgement; Ability to manage and maintain a caseload based upon established procedures; Ability to collect, analyze, and organize documentation; Ability to analyze facts and reach logical conclusions, to resolve conflicts; Ability to communicate effectively, both orally and in writing; Ability to prepare clear and concise case summaries; Ability to direct programs requiring coordination with community partners, businesses, and other government agencies; Ability to establish and maintain effective working relationships with businesses, consumer groups, community partners, county agencies, and coworkers. Graduation from a four year accredited college or university with a bachelor's degree in public or business administration, conflict resolution, or related field; plus, five years of progressively responsible experience investigating and mediating complaints dealing with consumer and/or tenant-landlord relations, customer service, business regulation and licensing, public safety and code compliance, program management, or related field, including at least one year of supervisory experience.