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Title: Customer Advocate

Hiring Range: $44,100 annually

Pay Band: 4

Agency: Virginia Employment Commission

Location: FREDERICKSBURG

Agency Website: www.vec.virginia.gov

Recruitment Type: Agency Employee Only - A

Job Duties

**This posting is open to current employees of the Virginia Employment Commission.**

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.

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!

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.

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.

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.

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.

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.

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.

Contact Information:

Name: Human Resources / Recruitment

Phone: (804) 786-3025 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: [email protected] 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 Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.