Customer Contact Center Representative

Title: Customer Contact Center Representative

State Role Title: Administrative and Office Specialist III / 19013

Hiring Range: $17.46 per hour

Pay Band: 3

Agency: Virginia Employment Commission

Location: VANSANT CCC

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

Recruitment Type: General Public - G

Job Duties

**This is an onsite position that reports to the Customer Contact Center located at 1028 Sykes Boulevard, Vansant VA. This is not a remote work position.**

Working in a fast paced Call Center, professionally respond 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 (e.g., job service and training) in accordance with established guidelines.

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.

Minimum Qualifications

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

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; respond to inquiries; work well with the public and staff; resolve problems; talk, type and listen concurrently; collect and enter data into an automated system; contribute to a team environment; interpret, apply, and explain agency program standards and procedures; sit for long periods of time while responding to calls; and work in a tightly scheduled call center environment.

Additional Considerations

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

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

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.

The selected candidate must successfully pass a comprehensive background check including an FBI fingerprint background investigation.

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 and the posted salary before applying. VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.

Consideration for an interview is based solely on the information within the appli