Title: Customer Contact Center Specialist

State Role Title: Customer Contact Center Specialist

Hiring Range: Minimum starting salary $37,713, commensurate with experience.

Pay Band: UG

Agency: VA Workers' Compensation Comm

Location: RICHMOND HEADQUARTERS

Agency Website: https://workcomp.virginia.gov/

Recruitment Type: General Public - G

Are you passionate about joining a high-performing customer contact center dedicated to servicing inbound customer calls? Does the prospect of providing stellar customer service to injured workers, legal professionals, employers, and other stakeholders excite you? If so, consider joining our Customer Contact Center Team at an Independent State Agency where you’ll be on the front lines interacting with the public.

Our Customer Contact Center Specialist is an entry-level role that offers opportunities to learn, grow, and make a meaningful impact by addressing questions related to workers’ compensation.

This position provides telework opportunities within an environment that values work-life balance and career growth. As a 2024 Top Workplace in Virginia, you’ll be part of a dynamic organization that champions teamwork and inclusion.

Job Duties

The Customer Contact Center Specialist will answer incoming telephone calls and communicate through various channels with claimants, carriers, adjusters, medical providers, attorneys, and regional office staff regarding Commission policies and procedures. The Specialist will provide all customers with a first-call resolution approach to deliver exceptional quality and support the agency's goal of World-Class Customer Service. In addition to these primary responsibilities, the Specialist will manage the processing of incoming returned mail as a secondary function. Adherence to schedules is essential to ensure effective staffing that supports the execution of the Commission's mission and strategic objectives.

Must pass criminal background check as a condition of employment. 

VWC Compensation Structure

Virginia Workers' Compensation Commission is an independent agency which allows us to have a more competitive and unique pay structure. This position is a pay grade 3 based on a 14 grade pay structure. Our positions are not classified under DHRM's pay bands.

Telework Structure

Our agency is currently using a hybrid model for teleworking.  Our positions at this time are not 100% teleworking. All candidates would be expected to report to our Headquarters/Regional Office as requested. Telework scheduling is at the discretion of the Manager based on the business needs of the department.  Upon hire, candidates should expect to have all training and orientation conducted at the Headquarters Office.

Virginia Workers' Compensation Commission Overview

Led by a Senior Leadership team consisting of three Commissioners, an Executive Director and a Chief Deputy Commissioner.  Our mission is to serve injured workers, victims of crimes, employers, and related industries by providing exceptional services, resolving disputes, and faithfully executing the duties entrusted to us by the Commonwealth of Virginia. Our vision is to lead the nation as the most effective and innovative state agency.  VWC employees demonstrate seven core values: innovation, respect, accountability, reliability, impartiality, integrity, and effectiveness.

We are a “Virginia Values Veterans” (V3) official certified state agency that supports Veterans and Members of the Reserves and/or National Guard.  If you are a Veteran or Spouse of a Veteran or Active Military Member, we urge you to respond accordingly on your state application.  Virginia Workers’ Compensation Commission is an Equal Opportunity Employer and we encourage diversity within our workforce.  Virginia Workers’ Compensation Commission does not provide sponsorship for employment.

VWC is the recipient of the following awards:

• 2022 - 2024 Top USA Workplace
• 2021 - 2024 Top Workplace Richmond Region
• 2023 - 2024 Top Award for Mid-Sized Companies
• 2022 - 2023 Doers Award
• 2024 Manager’s Award 

Minimum Qualifications

• Prior experience providing excellent customer service a high-volume public facing role, such as a call center, healthcare facility, or customer service position in an insurance or benefits-related setting.
• Experience handling a large volume of telephone calls.
• Experience sorting, manipulating, reviewing, and presenting data.
• Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals
• Demonstrated ability to work independently and exercise good judgment
• Demonstrated ability to communicate effectively, professionally, with a customer-service focus, both orally and in writing
• Ability to organize and prioritize work tasks efficiently and effectively
• Ability to work well in team environment to achieve departmental goals
• Ability to read and comprehend instructions and information
• Strong customer service skills with a genuine interest in working with and helping internal and external customers
• Strong listening skills
• Working knowledge of Microsoft applications including Word and Outlook, data entry and retrieval from databases and computer-based programs, and internet research principles.

Additional Considerations

• Experience in workers' compensation claims, insurance claims administration, or other related fields preferred.

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.

Contact Information

Name: Amy Habel

Phone: 804-205-3571

Email: HR.recruiting@workcomp.virginia.gov

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.