Title: Customer Service Associate
Hiring Range: $52,708.00 - $57,000.00
Agency: Virginia Lottery
Location: Abingdon, 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 Virginia Lottery, an independent state agency, is currently seeking a Customer Service Associate to join its Abingdon Customer Service Center.
The Customer Service Associate provides excellent customer service to internal and external stakeholders including players, retailers, Lottery employees and the general public via telephone and face-to-face interactions.
The Customer Service Associate:
• Provides quality, upbeat customer service to, players, general public and co-workers.
• Communicates applicable information regarding the Lottery (in general), the Lottery’s policies and regulations game-specific information (such as game rules, how to play, winning numbers, and contest and promotional information to players).
• Validates and accurately processes payments of winning ticket claims from Virginia Lottery instant and on-line games (including ensuring player submits proper identification and submits signed ticket), and maintains all records pertaining to claims.
• Researches and provides problem resolution to customers within established Lottery and State rules and regulations.
• Explains debt set-off situations to customers in a professional demeanor and directs players to proper authority to discuss the deduction.
• Provides backup for Headquarters and Prize Zone West claims payment office.
• Maintains ticket inventory for Lottery Express, as well as prepare, make and report bank deposits & deposit certificates for Lottery Express.
• Notifies Communications on large winners for interview purposes and takes photos, prepares winner check & presentations, produces winner awareness.
• Proficient in following all procedures for licensing.
• Tracks & assists prospective retailers on licensing of new locations, C/O, renewals, and bonding.
• Uses templates to create correspondence to customers and retailers.
• Coordinates retailer licensing ensuring complete paperwork and fees are submitted to HQ. Mails original documents to the licensing department.
• Enters and tracks licensing in the system according to documented procedures.
• Schedules installation of new equipment.
• Maintains files in accordance with agency guidelines.
• Prepares, makes and reports bank deposit & deposit certificates for licensing.
• Resolves issues through communication with Retailers, HQ and our sales team.
• Keeps the Sales Representatives, Area Managers and Customer Service Manager updated with the status of all retailer licensing issues.
• Scans paperwork into the licensing global file within 24 hours of receiving information.
• Follows up with emails to HQ, SR, AM and CSM of information sent.
• Sends original documents to HQ in a timely manner.
• Provides manager with resolutions to technical issues in licensing.
• Assists sales as needed, including providing stats on winners, sales and claim activities to Sales Representatives.
• Assists with mailing out instant and top-selling games to Sales Representatives.
• Processes adjustments through the ES System for missed delivered tickets.
• Assists retailers with confirmation & activation issues.
• Processes tickets problem reports & provides documentation to HQ.
• Schedules vehicle repairs.
• Assists with retailer training and some issues involving retailers. Researches and resolves instant ticket problems including getting a ticket reconstructed.
• Oversees, in collaboration with scratch games manager, all second-chance drawings.
• Serves as Lottery representative to oversee third-party vendor fulfillment of all prizes (sometimes thousands).
• Supports and backs up Warehouse Associate as needed, including transferring tickets to trunk stock, processing ticket returns, performing trunk stock audits, and assisting with data entry involving inventory control.
Minimum Qualifications
• High School Diploma or equivalent required.
• General knowledge of advanced business and computer courses, general office and administrative work, and data processing and entry experience preferred.
• Minimum 2-5 years of experience in a customer service business environment preferred.
• Working knowledge of Accounting.
• Demonstrated ability to independently resolved customer concerns.
• Exceptional communication (oral and written) skills.
• Ability to maintain strict confidentiality of sensitive material.
• Must be able to work with minimum supervision and handle multiple tasks with frequent interruptions concurrently.
• Excellent organizational skills.
• Working experience in high volume data processing work environment with the ability to meet critical deadlines.
• Proficiency in desktop applications such as, but not limited to, Microsoft Office, and integrated automated system applications.
• Exceptional customer service and interpersonal relations skills.
A comparable amount of training and experience may be substituted for the minimum qualifications.
Additional Considerations
• Some college 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.
• Must possess a valid driver's license.
• Minimal travel may be required.
• Position not eligible for telework.
Contact Information
Name: Jennifer Taylor
Email: jtaylor@valottery.com
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.