Customer Service Specialist 2 - Vancouver Region

Description

We make Imagination happen. Not often does an opportunity come around where every single day at work you get to inspire dreams, have fun and do good. But that's exactly what we're all about. For more than 35 years, we've been enriching the imaginations of Washingtonians by helping them imagine all the possibilities of what they could do if they won. We've also been giving back to the state in more ways than you may realize. From the student who receives a college grant, to the state's early childhood education programs, to the convenience store owner supporting their family, to the Lumen Field employee; we've given billions to players and beneficiaries across the state over the years.

When it comes right down to it, we don't just sell amazing games that give people a chance to dream, we also do good. Because doing good is good to do.

Be a part of the fun by joining Washington's Lottery.

Benefits that matter to you.

• We support a powerful mission - to offer games of chance with integrity and imagination to maximize beneficiary contributions.
• Work-Life Balance - We have flexible hours that let you put in a good day's work, while still giving you time for your life outside of this awesome job.
• Always an awesome time - You'll get to help out at selling events like the Seahawks Playoffs and Seattle Kraken celebrations. And, you'll always have fun when you take part in the big jackpot winner celebrations and game launch events that happen throughout the year.
• Work in an organization unlike any other in state government where creativity, ideas, fun, and passion are the order of the day.
• You have the opportunity to make important impacts across all parts of the organization.

Duties

As a Customer Service Specialist with Washington's Lottery, you will provide direct customer assistance to our retailers, players, and winners by telephone and in person. You will respond to a wide variety of complex questions and problems, ranging from explaining how to play Lottery games to assisting retailers with misprinted tickets, changing their bank account information, and running various inventory and sales reports.

You will:

• Respond promptly to customer telephone inquiries to explain Lottery processes, rules, games and promotions.
• Process prize payments, adhering to strict internal controls to assure accountability for tickets and payments. Assist winners with prize claim procedures and requirements, including explaining the process for withholding players' winnings because of a debt to another agency within the state.
• Interpret and explain policies, procedures, RCWs, WACs, and laws pertaining to ticket validation, game rules, tax requirements and debts owed to other agencies.

Maintain and be responsible for regional warehouse to include incoming deliveries of Point of Sale (POS) material, promotional items, and all other warehouse items. Manage signage and in-counter dispenser requests for DSRs and/or Lottery retailers; track in database and send requests to Olympia. Order all office supplies.

Qualifications

Education and Experience:

We are looking for someone who has:

• Two years of Customer Service experience
• Experience providing direct customer assistance in a complex, fast-paced environment by telephone and in person.
• The ability to maintain a pleasant, patient, respectful, and professional demeanor at all times.
• The ability to maintain knowledge of complex systems and rules in order to understand issues and respond to questions and concerns appropriately and without undue delay.
• A work history of being prompt and dependable.
• Able and willing to work 8 a.m. to 5 p.m. Monday through Friday and work in a team environment to maintain minimum staffing levels at all times.
• Able to lift up to 40 pounds and pull/push a pallet jack. Able to move and relocate heavy and awkwardly sized objects and use a step stool.

Supplemental Information

How to Apply
If you are viewing this job announcement online, click Apply above. If you received a printed copy of this job announcement:

1. Go to www.careers.wa.gov 2. Click Look for Jobs 3. Click on Filter, then Department, select Washington's Lottery
4. Click on Customer Service Specialist 2 - Vancouver Region
5. Click Apply
Application review will begin immediately. We reserve the right and may exercise the option to make a hiring decision at any time. It will be to the applicants' advantage to submit materials as soon as possible. If you have questions, or need further information, please call (360) 890-2856.

• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
• Employees of the Lottery and their family members who reside in the same household are precluded by law from participating in the Lottery games. In addition, family members who live in the employee's household may not be employed by a Lottery vendor.
• Washington's Lottery Headquarters building is a chemical-free/scent-free environment. Employees are expected to refrain from the use of scented products when at Headquarters.

We value diversity and inclusion and are committed to providing equal employment opportunity. We do not discriminate on the basis of race, creed, color, national origin, sex, sexual orientation/gender identity, age, disability, use of a guide dog or trained service animal due to a disability, familial status, marital status, honorably discharged veteran and military status, or status as a breastfeeding mother. Persons needing accommodation in the application/testing process or this announcement in an alternative format may call Human Resources at (360) 890-2856. Applicants who are deaf or hard of hearing may call (360) 810-2849for assistance.