Title: Customer Service Center Manager

Hiring Range: $78,572 - $102,000

Agency: Virginia Lottery

Location: Woodbridge, VA

Agency Website: www.valottery.com

Recruitment Type: General Public - G

For more than three decades, the Virginia Lottery has worked to build a strong reputation, one synonymous with providing fun, entertaining experiences and doing so responsibly and with integrity. Proceeds from traditional Lottery games support K – 12 public education in Virginia. Taxes generated by sports wagering and casino gaming, which are regulated by the Lottery, benefit other priorities of the Commonwealth.

The Customer Service Center Manager is responsible for managing the facility and operations of a Customer Service Center. This role oversees Customer Service Associates and Warehouse Associates, ensuring efficient validation and payment processing of winner claims, responding to customer inquiries, and maintaining warehouse inventories. The manager also represents the Lottery in the local community and may take on supplementary assignments as needed.

The Customer Service Manager will:

Job Duties

• Schedule and oversee performance of Customer Service Associates and Warehouse Associates.
• Ensure efficient and professional customer service.
• Review work for accuracy, recommend process improvements, and resolve problem ticket claims.
• Solicit customer feedback and ensure staff are informed about Lottery updates.
• Provide backup coverage and share daily workload.
• Evaluate staff performance, recruit for vacancies, and handle personnel matters.
• Monitor workloads and customer feedback for operational improvements.
• Recommend streamlined operations for supply and information distribution.
• Coordinate orders for sales and marketing items (POS, banners, brochures, etc.).
• Track budget and participate in biweekly conference calls and attend annual meetings.
• Ensure contracts are current and provide quarterly reports to Marketing Manager.
• Assist sales department, area managers, and sales reps with retailer issues and POS distribution.
• Ensure staff are trained in relevant systems and procedures.
• Support retailer issue resolution and equipment training.
• Coordinate with lease holders and facilities manager for lease issues.
• Collaborate with Sr CSC Manager on operations and customer service issues. 
• Communicate repair needs and maintain facility standards.
• Represent the Lottery in the community, participate in programs and events, and assist with media and retailer events.

Minimum Qualifications

• Minimum 5 years supervising office staff in customer service/transaction processing and processes.
• Experience presenting to varied audiences.
  
• High School Diploma or equivalent required.
  
• Courteous and professional customer service, application of procedures for processing activities.
  
• Demonstrated experience with interpreting and applying policies and procedures in an office environment.
  
• Ability to make decisions independently, coach employees effectively, and communicate professionally with various levels of employees, departments, and internal and external customers.
  
• Proficiency in desktop applications such as, but not limited to, Microsoft Office, and integrated automated system applications.
  
• Ability to quickly embrace change and influence others in adopting the changes within their work environment/habits.
  
• Strong customer focus/relationship management with internal and external customers.
  
• Ability to provide excellent customer service under pressure.
  
• Strong attention to detail.

Comparable training and experience may substitute for minimum qualifications.

Additional Considerations

Bachelor’s or Master's degree in business, marketing, or customer service 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.

Must complete a background investigation.

Valid driver’s license required.

Contact Information

Name: Jennifer Taylor

Phone: 804-692-7215

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.