Customer Escalation Specialist (Vasant, State Employees Only)

Virginia Information Technologies Agency • Vansant, VA

8d • Onsite

About The Position

The Customer Escalation Specialist serves as a critical Ombudsman for the
Virginia Employment Commission, ensuring that every escalated unemployment
insurance (UI) inquiry is resolved quickly, accurately, and with care. The
position independently researches, analyzes, and resolves complex UI claim
issues; manages high‑priority referrals from the Governor’s Office, Legislature,
and agency leadership; and applies informal dispute‑resolution techniques to
de-escalate and resolve customer concerns.

This role also provides technical expertise across UI units, issues basic
non-monetary determinations, identifies systemic barriers to UI access, and
supports employers and claimants with account, ESS, overpayment, and appeals
information. With an emphasis on quality assurance, data accuracy, and timely
case management, the Specialist helps advance the VEC’s broader mission of
"lifting up Virginia, one unemployed worker at a time" by ensuring customers
receive fair, consistent, and compassionate service during moments of real need.

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

Requirements

• Knowledge of informal dispute resolution techniques and practices; customer relations matters and strategies; claims processing procedures; and research and data collection methods.
• Strong analytical, research facilitation, customer service, problem resolution, and computer skills (e.g., current Microsoft applications; data retrieval and management software; and Internet research).
• Demonstrated ability to interpret and apply laws and regulations; research and resolve problems; recommend strategies to enhance performance; prepare reports; make determinations, render decisions and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; handle escalated customer complaints; review and audit accounts and records; and collect and analyze data.

Nice To Haves

• Extensive experience working with escalated claims, adjudication issues, and/or UI related programs.
• Knowledge of community resources related to underserved/disadvantaged communities and basic UI laws/regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees