Customer Escalation Specialist (Vasant, State Employees Only)

Title: Customer Escalation Specialist (Vasant, State Only)

State Role Title: Prog Admin Specialist I

Hiring Range: $46,331 flat rate

Pay Band: 4

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: www.VEC.virginia.gov

Recruitment Type: State Employee Only - E

Job Duties

The Customer Escalation Specialist serves as a critical Ombudsman for the Virginia Employment Commission, ensuring that every escalated unemployment insurance (UI) inquiry is resolved quickly, accurately, and with care. The position independently researches, analyzes, and resolves complex UI claim issues; manages high‑priority referrals from the Governor’s Office, Legislature, and agency leadership; and applies informal dispute‑resolution techniques to de-escalate and resolve customer concerns.

This role also provides technical expertise across UI units, issues basic non-monetary determinations, identifies systemic barriers to UI access, and supports employers and claimants with account, ESS, overpayment, and appeals information. With an emphasis on quality assurance, data accuracy, and timely case management, the Specialist helps advance the VEC’s broader mission of "lifting up Virginia, one unemployed worker at a time" by ensuring customers receive fair, consistent, and compassionate service during moments of real need.

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

Minimum Qualifications

• Knowledge of informal dispute resolution techniques and practices; customer relations matters and strategies; claims processing procedures; and research and data collection methods.
• Strong analytical, research facilitation, customer service, problem resolution, and computer skills (e.g., current Microsoft applications; data retrieval and management software; and Internet research).
• Demonstrated ability to interpret and apply laws and regulations; research and resolve problems; recommend strategies to enhance performance; prepare reports; make determinations, render decisions and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; handle escalated customer complaints; review and audit accounts and records; and collect and analyze data.

Additional Considerations

• Extensive experience working with escalated claims, adjudication issues, and/or UI related programs.
• Knowledge of community resources related to underserved/disadvantaged communities and basic UI laws/regulations.

Special Instructions

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

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.

The Virginia Employment Commission 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.

• 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 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.

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