UI Customer Service Representative (Vansant)

Commonwealth of VA Careers; Vansant (VA); Vor Ort; USD 39.000 - 47.000; Vollzeit

Benefits dieser Stelle

Paid leave

Health insurance options

13 paid state holidays

Zusammenfassung

Virginia Employment Commission seeks multiple UI Customer Service Representatives to provide front-line support for claimants and employers in Vansant, VA. You will guide users through filing and eligibility, assist with appeals, and document interactions with accuracy in a fast-paced environment.

The role emphasizes learning complex program rules, delivering excellent service, and growing toward full competency through a structured development program. Not remote; located in Vansant.

Qualifikationen

• Strong customer service and communication skills.
• Ability to learn and apply complex program rules and procedures.
• Accuracy in documentation and system navigation.
• Ability to handle moderately complex claimant issues with guidance.
• Growing independence in problem solving and policy interpretation.

Aufgaben

• Provide skilled front-line UI assistance to claimants and employers.
• Guide users through filing and eligibility requirements and handling questions.
• Support appeals and fact-finding processes and document interactions carefully.
• Maintain policy and system knowledge to ensure compliance and service quality.

Kenntnisse

Customer service

Communication

Policy interpretation

Documentation accuracy

Problem solving

Calm under pressure

Jobbeschreibung

Title: UI Customer Service Representative (Vansant)

State Role Title:Admin and Office Spec III

Hiring Range: $43,000

Pay Band: 3

Agency: Virginia Employment Commission

Location:VANSANT CCC

Agency Website:https://www.vec.virginia.gov/

Recruitment Type: General Public - G

Job Duties

The Virginia Employment Commission (VEC) is seeking multiple dedicated Unemployment Insurance (UI) Customer Service Representatives to provide skilled, front-line support to individuals navigating the UI process. In this role, you will deliver accurate, timely assistance by responding to a wide range of claimant and employer inquiries, guiding customers through filing and eligibility requirements, supporting appeals and fact‑finding processes, resolving complex issues, and helping users access self-service tools. You will document interactions with precision, apply policy and system knowledge to ensure compliance, and progressively build expertise through a structured year-long development program designed to advance you to full competency. This position is ideal for a detail-oriented communicator who thrives in a dynamic, high-volume environment and is committed to delivering exceptional service to Virginians seeking support during periods of unemployment.

Working for the VEC offers the chance to make a meaningful impact on the lives of Virginians every day. As the agency responsible for supporting workers, employers, and the statewide labor market, the VEC plays a critical role in strengthening economic stability and fostering workforce resilience. Employees have the opportunity to shape modern public programs, improve service delivery, and contribute to initiatives that directly help individuals and families during life’s pivotal moments. The VEC values innovation, collaboration, and public service, providing a mission-driven environment where leaders can create lasting, positive changes for communities across the Commonwealth. If you’re motivated by purpose and committed to excellence, the VEC offers a rewarding and impactful place to grow your career.

The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

Minimum Qualifications

• Strong customer service and communication skills.
• Ability to learn and apply complex program rules and procedures.
• Accuracy in documentation and system navigation.
• Ability to handle moderately complex claimant issues with guidance.
• Growing independence in problem solving and policy interpretation.
• Ability to remain calm and professional during challenging interactions.

Additional Considerations

• Knowledge of claims processing procedures related to unemployment insurance benefits.
• Prior experience in a high-volume call center or government program.
• Ability to interpret policy and apply it to individual claimant situations.
• Strong de-escalation and conflict resolution skills.
• Demonstrated reliability, adherence, and professionalism.
• Ability to manage complex inquiries with increasing independence.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.

The VEC is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and a Virginia Values Veterans (V3) certified employer. AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation and an Unemployment Insurance (UI) fraud background check.

PLEASE carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

The VEC does not provide sponsorship; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work in the US.

Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.

A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.

NOTICE: VEC will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Contact Information

Name: VEC Human Resources / Recruitment

Email: [e-mail]

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.