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Customer Advocacy Specialist for UI Programs and Services
1 month ago
The Commonwealth of Virginia is a leading employer in the state, providing various job opportunities to individuals from diverse backgrounds.
Salary Range: $62,000 - $95,000 per year
Job DescriptionWe are seeking a skilled Customer Advocacy Specialist to join our team. In this role, you will be responsible for responding to designated inquiries, mediating problem resolution, and ensuring due process is afforded to those seeking assistance with Unemployment Insurance programs and services.
You will work closely with the Executive Team to ensure a responsive process is executed for addressing inquiries, complaints, and concerns related to barriers to availability of and accessibility to UI programs and services.
Key Responsibilities:
- Develop and execute a strategy for outreach to further support individuals and/or groups who are underserved or disadvantaged.
- Identify and collaborate with various stakeholders to identify and eliminate barriers and promote and enhance program efforts.
- Oversee a quality assurance system for monitoring of responses and disclosure of information for consistency and compliance.
To be successful in this role, you will need:
- Comprehensive knowledge of community resources related to underserved and disadvantaged communities;
- Strong analytical, program management, customer service, research, problem resolution, and computer skills;
- Demonstrated ability to collect and analyze data; develop and implement policies and procedures; interpret and apply laws and regulations; recommend strategies to enhance performance; prepare reports; make determinations and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; and handle escalated customer service complaints.
The Commonwealth of Virginia offers a range of benefits to its employees, including:
- A competitive salary range of $62,000 - $95,000 per year;
- A comprehensive benefits package, including health insurance, retirement plan, and paid time off;
- The opportunity to work in a dynamic and fast-paced environment with a talented team of professionals.
Please note that:
- This position requires a valid driver's license as statewide travel will be required.
- Education, experience, and/or training in public or business administration, sociology, information technology, customer service, customer advocacy, communications, and/or other related fields are highly desirable.
- Extensive experience in customer service, mediation, conflict resolutions, and/or advocacy is essential.
