Retailer Services Representative

Tennessee Education Lottery - Nashville, TN


Position Purpose:

The primary purpose for this position is to provide in-depth customer service to retailers as well as internal customers on the TEL’s gaming systems. Duties include, but are not limited to: operating computer terminal, researching and processing requests, monitoring reports and performing other tasks as assigned by the Director of Retailer Sales and Operations or Management.

Major Tasks, Responsibilities and Key Accountabilities:

The following duties are normal for this job and should not be construed as exclusive or all-inclusive. Other duties may be required and assigned.

  • Serves as a liaison between retailers, TEL staff and vendors
  • Maintains thorough knowledge of TEL’s gaming systems, ability to operate on-line lottery terminal and familiar with all aspects and reporting functions of the terminal.
  • Researches and processes retailer requests for monetary adjustments.
  • Continuously monitors various retailer issues and reports, and works with TEL staff and vendors through to resolution
  • Monitors retailer's discrepancy reports and makes recommendations to management for corrective action
  • Prepares individual status reports, memos and correspondence, maintains and updates files and logs following prescribed methods
  • Provides assistance and instruction to retailers on terminal operation report generation, game rules, settlement procedures, retailer website, advances and requests for adjustments and TEL policy/procedures
  • Assists the Management in preparing and updating training manuals
  • Continually stays abreast of all gaming systems related software enhancements as well as policy/procedures changes as they pertain to the retailers
  • Responds to questions complaints and requests for information by email, telephone, in person or by mail from citizens, employees, department heads, TEL vendors

Education and/or Experience:

High School Diploma (or GED) required. Bachelor's Degree in Business Administration or Accounting preferred.

Three or more years of customer service or related experience; or any equivalent combination of education, training, and experience, which provides the requisite knowledge, skills, and abilities for this position. Proficiency in Microsoft Word and Excel is required.

Other Qualifications:

Must have excellent customer service skills, as well as good oral communication skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; demonstrate dexterity, handle or feel; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 50 pounds.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this position.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. The noise level in the office is usually moderate.

The Tennessee Education Lottery Corporation is a Drug Free Workplace and an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the TEL may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Human Resources Management staff.



Job Type: Full-time

Salary: $26,000.00 to $40,000.00 /year


  • customer service: 3 years (Preferred)