Customer Contact Center Representative (Vansant, Hourly)

Title: Customer Contact Center Representative (Vansant, Hourly)

State Role Title: Admin and Office Spec III

Hiring Range: $18.24 per hour

Pay Band: 3

Agency: Virginia Employment Commission

Location: VANSANT CCC

Agency Website: www.VEC.virginia.gov

Recruitment Type: General Public - G

Job Duties

Are you looking for meaningful, people-centered work where every call you take makes a real difference? Join the Virginia Employment Commission as a Customer Contact Center Representative, and help us support individuals and families across the Commonwealth during critical moments of career transition.

In this fast-moving, dynamic environment, you’ll guide callers through the unemployment insurance process, provide clear and empathetic assistance, and use a variety of automated systems to ensure claims are accurate and timely. Your work helps people access vital income support when they need it most.

This role is ideal for problem-solvers, strong communicators, and those who take pride in delivering excellent customer service. With continuous training, a supportive team environment, and opportunities to advance and learn the full UI claims process, you’ll build skills that can grow your career in public service. If you thrive in a structured, fast-paced setting and want to play a vital role in helping the VEC "lift up Virginia, one unemployed worker at a time", we encourage you to apply!

Minimum Qualifications

• Basic knowledge of claims processing procedures and practices related to unemployment insurance (UI) benefits eligibility and job services.
• Basic knowledge of client interviewing principles and practices.
• Basic knowledge of office operations and telephone etiquette.
• Strong skills in:

• And the ability to:

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

• This is a continuous recruitment used to fill multiple positions. While the posting will remain open until all vacancies are filled, interested applicants are strongly encouraged to apply early for priority consideration. Once all positions have been filled, the recruitment may close at any time without prior notice.

• NOTE: This is an hourly, wage, non-exempt position without state benefits, and is limited to approximately 20 – 29 hours per week not to exceed 1,500 hours in a 365-day period (May 1 – April 30). Hours for this position will vary depending upon workload and business need. Additionally, during an initial training period of up to 8 weeks, you will be required to work a 40 hr/week schedule, and then periodically throughout the year depending upon fluctuating business needs and volume.

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.

Contact Information

Name: VEC Human Resources / Recruitment

Phone: For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account. We do not provide application status updates via phone.

Email: Careers@vec.virginia.gov for recruitment related questions. Emailed applications, resumes, or cover letters will not be accepted. For the most up-to-date status of your application, please refer to your Jobs.Virginia.Gov account.

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. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

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.