Title: UI Customer Service Representative (Vansant)
State Role Title: Admin and Office Spec III
Hiring Range: $43,000
Pay Band: 3
Agency: Virginia Employment Commission
Location: VANSANT CCC
Agency Website: https://www.vec.virginia.gov/
Recruitment Type: General Public - G
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. AmeriCorps, 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 applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé are complete with duties and skills associated with your work experience.
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 and an Unemployment Insurance (UI) fraud background check.
Please carefully review the details of this recruitment including the location of the position and the posted salary before applying. The VEC does not provide relocation assistance, and no salary will be offered outside of the posted salary range / flat rate.
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.
Auxiliary Aids and Services are available upon request to individuals with disabilities. Applicants needing accommodations should contact the Human Resource office for additional information.
A valid Virginia Driver's License is required to operate a state vehicle or if operating a personal vehicle while conducting business on behalf of the agency.
For the status of your application and this position, please refer to your PageUp / Jobs.Virginia.Gov account. We do not provide application status updates via email or telephone.
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.
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, résumés, 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.
The Commonwealth of Virginia is located in the South Atlantic region of the United States. It was the 10th state to be admitted to the Union on June 25, 1788. Home to approximately 8 million residents, Virginia is the 12th most populous state in the United States. The capital is Richmond, and its most populous city is Virginia Beach.
The narrative history of the Commonwealth of Virginia often begins with the founding of Jamestown in 1607, near what is now modern day Williamsburg, Virginia. Jamestown became the first permanent English settlement in the New World, and the Virginia General Assembly, established on July 30, 1619, is now recognized as the oldest legislative body in the western hemisphere. When Virginia became a royal colony in 1624, the robust tobacco trade that had been developing in Virginia helped establish the American colonies as a powerful economic force. During the American Revolution, Virginia witnessed the final surrender of British forces at Yorktown and later became known as the birthplace of many revolution-era figures and future American presidents, including George Washington and Thomas Jefferson. To date, 8 United States presidents have been born in Virginia, more than in any other state.
The modern government of Virginia is nearly identical in structure to the federal government, and is divided into 3 branches, these being the executive, legislative, and judiciary branches. The Virginia General Assembly is comprised of the 100-member House of Delegates and the 40-member Senate. A governor and lieutenant governor are elected every 4 years. Governors cannot be elected to or serve consecutive terms. Virginia’s judicial system consists of the Supreme Court of Virginia and the Court of Appeals of Virginia, the Circuit Courts, and the lower General District Courts and the Juvenile and Domestic Relations District Courts. Virginia has 13 electoral votes in presidential elections, and possesses 11 seats in the U.S. House of Representatives.
