Full Job Description
The Arizona Lottery is a sales oriented, government enterprise established through citizen initiative and public vote. Since 1981, its mission has remained constant; generating revenue for education, health and public welfare, economic and business development, and the environment.
Visit our website at http://arizonalottery.com/
CUSTOMER SERVICE REPRESENTATIVE 3
4740 East University Drive - Phoenix, Arizona 85034
The Arizona Lottery is seeking a highly motivated individual to fill a Customer Service Representative 3 position. This position performs an elevated level of tasks regarding customers, vendors, retailer services, and complex administrative duties. The individual will operate at a lead level and will guide and assist peers when needed.
Handling customer/players visiting the Lottery by providing excellent customer service, solving customer service problems, selling and redeeming tickets, answering questions, providing materials, and explaining process and games;
Purchasing and processing orders through the APP procurement system;
Ordering and distributing items for the department;
Handling phone inquiries, providing winning numbers, explaining games, mailing requested materials, redirecting calls to other departments, releasing pertinent information and escalating problems appropriately to investigators;
Preparing quarterly and monthly reports for the Sales management team and for the Territory Managers;
Updating retailer file;
Processing incoming mail and other administrative tasks to include but not limited by, updating CRM, completing monthly sales reports, back up assistance to tel-com, processing terminal messages, creating external communications for retailers using mail merge, AMS projects, and more;
Overseeing the winner flyer process and distribution;
Processing retailer selling incentives.
All Arizona Lottery employees operate within the Arizona Management System (AMS), which is an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
KNOWLEDGE, SKILLS, & ABILITIES
Requires Knowledge Of:
Knowledge of lottery games and products.
Knowledge of State and Lottery laws, rules and regulations and agency policies and procedures.
Knowledge of customer service concepts and techniques.
Knowledge of basic math computation practices.
Knowledge of cash handling practices.
Knowledge of problem solving techniques.
Knowledge of vendor installation process.
Knowledge of Microsoft Office products.
Knowledge of Google suite programs.
Requires Skills In:
Skilled in effective communication with co-workers and customers.
Skilled in resolving customer conflict and problem solving.
Skilled in adapting to changing environments.
Skilled in interpretation of laws, rules and regulations.
Skilled in learning new vendor platforms.
Requires the Ability To:
Ability to multi-task and work efficiently.
Ability to work in a close team environment.
Ability to resolve customer inquiries in an effective manner.
Ability to maintain knowledge of new products and processes.
Ability to problem solve.
Ability to provide excellent customer service.
Ability to establish and maintain good working relationships.
Ability to complete assignments and respond to various situations.
Ability to work individually when needed.
Ability to lead and assist team members.
The State of Arizona will provide the following to you:
A robust and affordable insurance plan to include medical, dental, life, short-term and long-term disability options
A top-ranked retirement program with 100% employer matched contribution
10 paid holidays per year
Accrued vacation and sick days
An incentivized commuter club and public transportation subsidy program
Work-life balance and additional options for life betterment such as: deferred compensation, credit union membership, and a wellness program
Rewarding work that impacts the people of Arizona
Candidates for this position will be required to submit to a criminal and financial history investigation.
If driving is a requirement of the position, possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment is required. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)
Employment is contingent upon completion of a post-offer medical/physical examination and the agency’s ability to reasonably accommodate any restrictions.
Arizona State Government is an EOE/ADA Reasonable Accommodation Employer.
All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
Click the APPLY NOW button to submit your application.
Having trouble applying for this position?
Email [email protected]or call 602-542-4700 for assistance.