UC Customer Service Representative II

Overview

The Vermont Department of Labor is looking for an experienced customer service representative to join the Unemployment Insurance team.

The Unemployment Insurance Customer Service Representative II provides specialized, professional level work involving interviewing of claimants by telephone for unemployment benefits. Duties include conducting initial and subsequent assessment of individual needs; persuading claimants to accept referrals to Career Resource Centers for reemployment services; investigation and resolution of eligibility issues and applies adjustments to individual cases as needed. Employees in this class may train new staff and may be assigned independent projects in special program claims work including, but not limited to unemployment compensation for former service personnel, unemployment compensation for Federal employees, combined wage claims, short term compensation claims, Trade Readjustment Act and disaster unemployment assistance. Customer Service Representatives must be able to work in stressful and sometimes emotional situations and treat the public with sensitivity, fairness, and tact.

Please note, this position is on-site, Monday through Friday with occasional overtime.  There are no hybrid or remote working arrangements available for this position.

Who May Apply

This position, UC Customer Service Representative II (Job Requisition #55374), is open to all State employees and external applicants.

Please Note: This position is being recruited at multiple levels. If you would like to be considered for more than one level, you MUST apply to the specific Job Requisition. 

Level I: Job Requisition #55402

Level II: Job Requisition #55374

If you would like more information about this position, please contact [email protected]
Resumes will not be accepted via e-mail. You must apply online to be considered.

Environmental Factors

Incumbents must be able to work in stressful and sometimes emotional situations and treat the public with sensitivity, fairness, and tact. Incumbents may encounter clients who are uncooperative or who may be hostile during interviews for which considerable human relations skills are required. Workload volume will be extremely high on occasion.

Minimum Qualifications

Three (3) years or more of direct customer service experience, program administration support, interpreting and applying rules and guidelines, or records management INCLUDING experience in data entry or computer technology.

OR

One (1) year as a UC Customer Service Representative I.

Total Compensation

As a State employee you are offered a great career opportunity, but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation, including:

• 80% State paid medical premium and a dental plan at no cost for employees and their families


• Work/Life balance: 11 paid holidays each year and a generous leave plan


• State Paid Family and Medical Leave Insurance (FMLI)


• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan


• Tuition Reimbursement


• Flexible spending healthcare and childcare reimbursement accounts


• Low cost group life insurance


• Incentive-based Wellness Program


• Qualified Employer for Public Service Student Loan Forgiveness Program

Want the specifics? Explore the Benefits of State Employment on our website.

Equal Opportunity Employer