UI Customer Service Representative; Vansant

UI Customer Service Representative (Vansant)

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. Ameri Corps, 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.

· 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.

· 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.

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.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position. Submission of an online application is required for this position. The VEC does not accept…