Buchanan - VA Full Time 2 months ago

Do you have world-class customer service skills, an ability to stay organized in a fast paced environment, and – above all – a desire to assist your fellow Virginians? Are you comfortable and professional on the phone, while also being able to remain on-task and deliver an exceptional experience to your customers? Then this may be the opportunity for you!

The Virginia Employment Commission (VEC) is seeking customer-service oriented individuals to fill multiple
Customer Contact Center Representativepositions in our Customer Contact Center located in Vansant. The positions will help support the Customer Contact Center and ensure the Center operates efficiently and effectively to support agency operations, meet established business needs, and respond timely and professionally to inquiries by phone, mail, email, and fax.
: This posting will fill multiple positions, all of which are located on-site within our Customer Contact Center in Vansant. These are not remote work positions.

As a Customer Contact Center Representative, you should enjoy working in a fast paced Call Center, and be able to respond professionally to calls and e-mail requests from claimants, employers, staff, the public and other interested parties regarding unemployment insurance (UI) benefits and other related services in accordance with established guidelines.

As a Customer Contact Center Representative, your duties will also include:

  • Utilize appropriate systems guides, interview techniques, and established protocol to obtain necessary information, determine claim type and program code, and complete claims process so that “first pay” and timeliness goals are met and claimants receive entitled benefits.
  • Extensively use automated systems to review, enter, update and report claim information, which is used for reporting, case management, quality control, adjudication and tracking purposes.
  • Follow established protocol to take statements, key information from claimants and employers, and prepare and process documents, which are used to adjudicate claims and make accurate determinations.
  • Follow up with claimants and employers through phone calls or e-mail to obtain necessary information to process claims timely and efficiently.
  • Complete training to address various claim types and understand business functions.
  • Provide supplemental support to the Agency’s Emergency Response Line during emergencies, participate in test case scenarios, and answer overflow volume from local offices as assigned.
At the VEC, we strive every day to be the embodiment of our values, which are:

Conform to professional standards of conduct.
Make a worthwhile contribution to society, and meet the needs of customers.
Have a clear sense of purpose, which means evaluating results and activities compared to established goals, objectives, and performance measures.
Create an environment for meaningful work, in which individual, team, and
contributions are recognized, valued, and rewarded.
Concern for the needs of communities, customers, employees, and other stakeholders.
Provide a safe and secure work environment.
So, why work for the VEC? As the largest employment agency in Virginia, employees of the VEC have many different jobs but all share one common purpose – providing service to our customers, whether they are external or internal. Our Mission is to promote economic growth and stability by delivering and coordinating workforce services to include policy development, job placement, temporary income support, workforce information, and transition and training services. If this sounds like a mission that you would like to be a part of, apply today!

If you haven’t considered the perks of working for State government, you should! This salaried position offers Commonwealth of Virginia employee benefits such as:
  • Paid State holidays as well as vacation, sick, volunteer, and personal leave;
  • Comprehensive health benefits;
  • Participation in the VRS retirement system;
  • and much more!
Please click here for more information about the benefits of working for the Commonwealth.

This is a restricted position scheduled to end on or around June 30, 2023.

This is a continuous recruitment that will fill multiple positions. Although this recruitment will remain open until the positions are filled, you are strongly encouraged to apply early for consideration if this position interests you. This recruitment may be closed at any time after the positions are filled.

Minimum Qualifications
At a minimum, the qualified candidate will possess:

Basic knowledge of claims processing procedures and practices related to UI benefits eligibility and job services, interviewing principles and practices, office operations, telephone etiquette, and how to respond to inquiries.

Strong oral and written communication, interpersonal, organizational, computer (data entry, word processing software and the Internet), and customer service skills.

Ability to work independently and as a team member and to contribute to a team environment.

Ability to work well with the public and staff, to resolve problems, and to talk, type, and listen concurrently.

Ability to collect and enter data into an automated system.

Ability to interpret, apply, and explain agency program standards and procedures, to sit for long periods of time while responding to calls, and to work in a tightly scheduled call center environment.

Preferred Qualifications
In addition, preferred candidates will have:

High school diploma or equivalent experience and/or training.

Knowledge of the UI claims process and experience working in a call center environment, providing customer service, conducting interviews, and/or processing claims preferred.

Special Requirements
The selected candidate must successfully pass a background investigation.

Special Instructions to Applicants
Diversity and inclusivity are at the heart of what we do in Virginia, and the VEC is committed to upholding these values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities.
The Virginia Employment Commission Is 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.
  • Applications for this position must be submitted electronically through this website. Mailed, emailed, faxed, or hand delivered applications and résumés will not be accepted.
  • Applications are not accepted after the recruitment closing date.
  • Please carefully review the details of this recruitment including the location of the position before applying.VEC does not provide relocation assistance.
  • Consideration for an interview is based solely on the information within the application (and/or resume). You must ensure your application/resume includes the scope of your experience, knowledge, skills, and abilities as it relates to the position you are applying for. Information not stated will not be assumed.
  • This website will provide a confirmation of receipt when the application is submitted for consideration.
  • For the status of your application and this position, please refer to your RMS/ Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
  • Auxiliary Aids and Services are available upon request to individuals with disabilities.
  • Applicants needing accommodations should contact the Human Resource office for additional information.
The Commonwealth 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.
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.

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