Job description
If you have exceptional customer service skills and a drive to create the best customer experience possible, we invite you to apply for the position of
Customer Advocate at the Virginia Employment Commission (VEC), and help us as we strive to become not only the best agency in the state, but also the best employment commission in the nation! This is an incredibly rewarding position as you will provide service to your fellow Virginians when they need it most. If you excel at knowing how to empathetically solve issues and problems for both internal and external customers and are looking for a way to use those skills, read on!
In these newly created positions located across the Commonwealth, you’ll be putting your top-tier customer service expertise to work every day to serve as a local advocate to customers in your assigned area. Customers contact our agency daily seeking assistance with various services we offer. It will be your job to resolve problems, or to get them to the Agency personnel who can best assist them. As such, you’ll need to be able to research and analyze requests and make decisions within established laws and policies, review accounts and reports, and evaluate the accuracy and adequacy of actions taken by other areas in the Agency. You’ll also need to be able to provide customer responses that are complete, clear, correct, and above all, courteous.
This position will also call upon your ability to work well independently and as a part of a team. You will work externally in the community as well, as you will develop marketing strategies, materials workshops, and training programs to promote agency program and services to employers, partner agencies, business communities, and other stakeholder groups, while working closely with agency staff and other partner agencies for the planning and delivery of customized services to clients.
In these newly created positions located across the Commonwealth, you’ll be putting your top-tier customer service expertise to work every day to serve as a local advocate to customers in your assigned area. Customers contact our agency daily seeking assistance with various services we offer. It will be your job to resolve problems, or to get them to the Agency personnel who can best assist them. As such, you’ll need to be able to research and analyze requests and make decisions within established laws and policies, review accounts and reports, and evaluate the accuracy and adequacy of actions taken by other areas in the Agency. You’ll also need to be able to provide customer responses that are complete, clear, correct, and above all, courteous.
This position will also call upon your ability to work well independently and as a part of a team. You will work externally in the community as well, as you will develop marketing strategies, materials workshops, and training programs to promote agency program and services to employers, partner agencies, business communities, and other stakeholder groups, while working closely with agency staff and other partner agencies for the planning and delivery of customized services to clients.
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.
Effective July 5, 2022, in accordance with the Governor of Virginia and pre-pandemic policies, Virginia State Employees will return to the physical workplace. Telework may be an option for certain eligible positions. You can read the Commonwealth’s Telework Policy here .
Please note: 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.
Effective July 5, 2022, in accordance with the Governor of Virginia and pre-pandemic policies, Virginia State Employees will return to the physical workplace. Telework may be an option for certain eligible positions. You can read the Commonwealth’s Telework Policy here .
Please note: 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
Knowledge of community resources, particularly those related to underserved and disadvantages communities.
Knowledge of informal dispute resolution techniques and practices, and customer relations matters and strategies in order to deal tactfully with the public..
Ability to identify and partner with other community agencies to build resources to bridge service gaps.
Strong analytical, customer service, problem resolution, oral and written communication, facilitation and computer skills such as Microsoft Word, Excel and Access, data retrieval and management software, Internet research, and ability to use web-based applications to collect, analyze, and report data;.
Demonstrated ability to establish and maintain strong working relationships with internal and external stakeholders, and to to provide employer outreach and market agency services.
Demonstrated ability to make presentations, prepare training materials, conduct training, and provide technical assistance.
Ability to track and analyze program performance, develop conclusions, communicate findings, and recommend strategies to enhance performance.
Ability to complete assignments independently and as a team member.
Ability to research and resolve problems timely and accurately, interpret and apply relevant laws, policies, and procedures, track information and requests, and prepare correspondence and reports.
Ability to review and audit customer accounts and records, and handle competing priorities.
Ability to maintain strict confidentiality.
Must possess valid drivers’ license as regional and statewide travel will be required.
Knowledge of informal dispute resolution techniques and practices, and customer relations matters and strategies in order to deal tactfully with the public..
Ability to identify and partner with other community agencies to build resources to bridge service gaps.
Strong analytical, customer service, problem resolution, oral and written communication, facilitation and computer skills such as Microsoft Word, Excel and Access, data retrieval and management software, Internet research, and ability to use web-based applications to collect, analyze, and report data;.
Demonstrated ability to establish and maintain strong working relationships with internal and external stakeholders, and to to provide employer outreach and market agency services.
Demonstrated ability to make presentations, prepare training materials, conduct training, and provide technical assistance.
Ability to track and analyze program performance, develop conclusions, communicate findings, and recommend strategies to enhance performance.
Ability to complete assignments independently and as a team member.
Ability to research and resolve problems timely and accurately, interpret and apply relevant laws, policies, and procedures, track information and requests, and prepare correspondence and reports.
Ability to review and audit customer accounts and records, and handle competing priorities.
Ability to maintain strict confidentiality.
Must possess valid drivers’ license as regional and statewide travel will be required.
Preferred Qualifications
Knowledge of UI laws, regulations, policies and procedures, and practices is preferred but not required.
Graduation from a college or university with coursework in public or business administration, sociology, communications, and/or other related field, or an equivalent combination of training and experience.
Prefer extensive experience in customer service, dispute resolution, claims analysis, training and customer outreach.
Graduation from a college or university with coursework in public or business administration, sociology, communications, and/or other related field, or an equivalent combination of training and experience.
Prefer extensive experience in customer service, dispute resolution, claims analysis, training and customer outreach.
Special Requirements
The selected candidate must successfully pass a background investigation.
Special Instructions to Applicants
This position is only open to current employees of the
VEC
(please note contracted employees are not
VEC
employees). Your application and/or resume must reflect your status as a current Virginia Employment Commission employee. Applicants are responsible for ensuring the scope of their experience, relevant certifications, knowledge, skills, and abilities are clear in the application (and/or resume) in order to receive consideration. Information regarding experience will not be assumed.
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.
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 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.
- 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
VEC
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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