Job Details

Idaho State Lottery Commission Opportunity

The Idaho Lottery is seeking a Customer Service Representative to join our Customer & Community Engagement Team. This position pays winners - best job in the Lottery! The Idaho Lottery Customer Service Representative serves as thefirst point of contact for visitors, callers, and winners. This role directly participlate in winnter claim payments, the education and support of players, and has ample opportunity to support internal shareholders. This is an exciting opportunity for someone looking to be a part of a fun, fast-paced, innovative team, and agency.

If selected for this role you and your household will not be elligible to play in the Idaho State Lottery. This is a full-time, in-office position.

Who We Are:

The Idaho Lottery is a player's Lottery, a winner's Lottery and the people's Lottery. Every time someone plays the Idaho Lottery, someone, somewhere is always winning - players, retailers, and Idaho's public schools and buildings. The Idaho Lottery was created in 1988 by the people of Idaho for the benefit of Idaho's Public Schools and the State's Permanent Buildings, places like Idaho's public colleges and universities. Every day of the year, we offer entertaining games for everyone - from the big, multi-million-dollar jackpot games like Powerball and Mega Millions to Scratch GamesTM with top prizes starting at $500. Last, but not least, we embrace the phenomenon of "wooh". The optimism, the fun, the joy. We work to share this all across Idaho.

Essential Duties, Responsibilities and Functions:

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

Claim Payment & Winner Management

• Process all winning tickets and claims submitted to the Lottery office both in person and through the mail using online computer system via a complex processing and tracking process
• Oversee and process payments to annuity winners
• Track and report winners internally

Player/Customer Education & Support

• Acquire and maintain expert knowledge of all active games including Scratch, Draw, InstaPlay, PullTabs as well as all second chance games, sweepstakes, purchasable items, Do Good Programs and the Idaho Lottery VIP Club to assist incoming questions and requests
• Answer incoming phones and email boxes providing customer service and player support and player education
• Track scratch ticket inventory for retailer inquiries, player questions and order processing
• Assist retailers with questions about ticket validations, inventory orders and pack status

Aministrative

• Compile, upload and post reports, maintain High Tier reports
• Assist with programs and projects including the annual Scratch for Schools project
• Perform operating procedures and prepare the lobby with current game information, promotion materials and brochures ensuring cleanliness and orderliness to create an inviting environment for our players and visitors
• Perform closing procedures to properly wrap up end of day transactions including balancing end of day claims paid, balancing the cash drawer and closing the office.
• Prepare shipments of point-of-sale material for Sales Representatives and prize fulfillment for second chance draw and sweepstakes winners and send via USPS and UPS
• Load/Unload Lottery tickets and money from the lobby machines
• Assist with other tasks from other departments as assigned

Minimum Qualificaitons:

• Must have customer service-related experience
• Must have good communication and organizational skills
• Must have experience with computer systems, data entry, and be proficient with Microsoft computer programs such as Word and Excel
• Must be able to problem solve and maintain patience with players, retailers, and customers.
• Ability to process information on computer system accurately and in a timely fashion
• Must be self-motivated, reliable, have ability to multi-task and be willing to learn
• Must be flexible, open minded and work as a team player

Supplemental Information

Hiring Considerations:

To be hired for this position, the applicant must

• Have a valid driver's license
• Successfully pass a criminal, credit (this includes but is not limited to bankruptcy and lien history), and public records background check conducted by the Idaho Lottery
• Successfully pass pre-employment and random ongoing drug tests

Consults/Confers With:

Other Lottery employees, players, retailers, vendors, vendor support staff, banks, other agencies, maintenance staff and anyone that comes in through the lobby.

Working Conditions:

Standard Office Environment - shared work area, with computer system set up at a workstation. Primarily sitting or standing as required for various periods of time. Work area equipment includes business telephone, copier, check printer and fax machine. Employee may be required to spend extended periods of time on the telephone.

Benefits:

• Accrue paid vacation every pay period to accumulate approximately 2 weeks the first year, and increasing with state longevity
• Paid Parental Leave Paid sick leave separate from vacation leave
• 11 paid holidays
• Competitive Medical, Dental, Vision, Life and Disability insurance benefits, Flexible Spending Account ( )
• Defined benefits retirement plan (pension) through the Public Employee Retirement System of Idaho (PERSI
• Optional 401K and Deferred Compensation plans with traditional and Roth options
• Eligible for Employee Assistance Program - Confidential support, information and resources for all of life's challenges.
• Flexible work schedule available to some positions for increased work-life balance
• Public Service Loan Forgiveness - eligibility requirements may apply

EEO/ADA/Veteran:

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) ###-#### (TTY/TTD: 711), or email ...@dhr.idaho.gov.

Preference may be given to veterans who qualify under state and federal laws and regulations.