Job Title: Customer Services Specialist, Principal
Job ID: 66228
What you’ll be doing:
This position exists to provide professional, accurate, timely customer support and problem resolution to players, retailers, the public and other Lottery staff in person and over the telephone. The position also provides account management, retailer and lottery sales staff training and retail relations for retailers related to the Scratch/Lotto ticket activities as well as training and technical support/problem resolution for issues players, lottery sales staff or retailers are experiencing with the lottery websites and equipment. This includes but is not limited to providing Scratch/Lotto ticket accounting, balancing and reconciliation information/problem resolution, monitoring and adjusting ticket inventories levels, issues related to the Retailer Services Portal and providing ticket validation and payment services. Review, Analyze and act on daily reports, Overdue Returns report, PackAllocation, Gemini Discrepancy, Inactive Retailers, Change of Ownership, Vending Machine Training, as examples. Provide on-site training to both independent and corporate accounts both one on one and in group settings.
Minimum Qualifications:
To facilitate proper credit. your resume must clearly describe your experience and skills in the areas listed below and indicate the beginning and ending month and
year for each job held.
- English Language skills in writing, speaking English clearly and concisely both in-person and over the phone,and compose correspondence with accurate spelling, grammar, and punctuation and to effectively communicate withinternal and external customers.
- Customer Service and Human Relations skills sufficient to provide prompt, welcoming, courteous, and accurateinformation in-person, over the phone, and through e-mail and other written correspondence demonstrating tact andinterest in problem solving.
- Experience using a variety of different web browsers i.e., Internet Explorer, Safari, Firefox, Opera, Chrome,etc. Skills in software programs such as Microsoft Office Suite, specifically: Outlook, Word, Excel, and Access
- Ability to provide leadwork, training, and prioritization of work to lower-level employees within the unit.
- Knowledge of modern office equipment including a PC with multiple screen capacity and databases sufficient tocreate, modify, protect/save documents and information, and problem-solve using data from various sources.
- Mathematics and problem-solving skills sufficient to calculate, review, and reconcile data and balance accounts.
- Ability to communicate effectively with individuals with a wide range of backgrounds including those who do notshare your same culture, ethnicity, language, or other common experiences.
Preferred Qualifications:
- Able to independently run basic queries in Microsoft Access
- Experience working in a lead role training and problem solving.
- Demonstrated organizational and time management skills to prioritize and meet deadlines on simultaneous projects.
- Ability to work effectively in a team environment.
Physical Requirements:
Requires lifting articles, such as boxes up to 40 pounds, or heavier materials with help from others, using ladders to retrieve boxes and/or lifting and carrying light objects frequently. Even though the weights being lifted may only be a negligible amount, a job in this category may require walking or standing to a significant degree, or may involve sitting most of the time.
Additional Requirements:
This position requires successful completion of the following:
The Minnesota State Lottery will conduct a criminal background check and fingerprint check at the time of job offer for allprospective new employees.
The Minnesota State Lottery cannot hire any person who's been convicted of a felony or a crime involving fraud ormisrepresentation within five years of employment or who's ever been convicted of a gambling-related offense.
In addition, the Minnesota State Lottery will perform the following background checks:
- Employment Reference Checks (includes review of personnel file for current and former State of Minnesotaemployees)
- SEMA4 Records Check (for current and former State of Minnesota employees)
Posting Dates: 06/01/23 through 06/12/23
