Kimberly Cooke

•Provide professional and courteous customer service to internal and external customers in person, over the phone, and in writing
• Establish water/sewer service for citizens either moving into the area or transferring within the area
• Assist citizens with finalizing their water/sewer account
• Fulfill a citizen's need and/or request while providing accurate, valid, and complete information to the citizen
• Handle citizen's request and/or complaints to reach an appropriate solution while clearly explaining the resolution to the citizen
• Listen and respond to citizen's needs and/or concerns
• Record accurate information on customer's accounts
• Utilize City resources within employee's control to assist internal and external customers efficiently and effectively
• Assist with the processing of Final Billing and Disconnection for Non-Payment List
• Delinquent collections on inactive accounts
• Interpret and follow Office Policies and Procedures, Virginia State Code, and City Code
• Manage routine customer and employee problems
• Provide or assist with training, facilitates meetings or makes presentations to small groups on an occasional basis
• Read, interpret and apply more complex financial policies, procedures, etc
• Prepare correspondence and other written materials for review
• Analyze situations and use judgment within complex established procedures, practices or past precedents
• Take independent actions and calculated risks
• Understand implications of decisions
• Provide assistance to customers on routine problems
• Coordinate small projects independently beyond individual job area
• Manage competing demands
• Require periodic direction
• Display original thinking and creativity in making complex decisions
• Develop innovative approaches and ideas
• Improve processes, services, etc.
• Use basic algebra to develop and use math formulas and calculations pertinent to job

• Conducts eligibility interviews with clients in office or via satellite locations and makes initial determinations of eligibility for benefit programs;
• Evaluates qualifications for financial assistance programs based on information from clients and makes determinations in accordance with program policies;
• Enters financial and non-financial data into appropriate VDSS systems; submits local reports and reports in accordance with federal and state guidelines;
• Reviewing cases for timeliness and accuracy;
• Conducts outreach and training of policies and procedures.
• Detects fraud cases and makes appropriate referrals;
• Provides emergency shelter duty in times of emergencies and natural disasters.