Customer Relations Specialist - Hourly

Title: Customer Relations Specialist - Hourly

State Role Title: Customer Relations Specialist - Hourly

Hiring Range: $26 to $28/Hour

Pay Band: UG

Agency: Virginia Lottery

Location: Virginia Lottery

Agency Website: www.valottery.com

Recruitment Type: General Public - G

Job Duties

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 part-time, hourly Customer Relations Specialist to join its Communications and Customer Relations Department.

The Customer Relations Specialist serves as the first point of contact for Lottery players and retailer support calls. Under general supervision, this role performs the day-to-day call center functions of answering calls, documenting, researching and resolving issues for these important stakeholders.

Key Responsibilities Include:
• Answering phones in a call center setting and using call center software to log all calls.
• Responding to player and retailer questions in a professional, friendly manner.
• Having knowledge of and providing information to retailers and general public about current and new games, Lottery programs and promotions, online accounts, drawing information, winning numbers, payout amounts, and other pertinent information.
• Researching and helping to resolve cash, accounting, and ticket inventory discrepancies for retailers.
• Researching and resolving problem ticket reports from retailers.
• Searching records of online transactions to obtain information.
• Completing reports of loss or theft as needed.
• Responding in writing to email inquiries.
• Monitoring voicemail and responding accordingly.
• Escalating unresolved incidents.
• Performing Other Duties as Required.

This is a part-time, hourly position without benefits. The Customer Relations team operates Monday through Friday from 7:00 a.m. – 6:30 p.m. This position will be assigned between 20-25 hours per week and the schedule will vary based on business needs. Weekend duty may be required. Flexibility is a must as this person will be filling in as needed.

Minimum Qualifications

The person selected for this position will have:
• Considerable knowledge of customer service practices and outstanding interpersonal skills.
• Ability to use a clear and pleasant speaking voice.
• Excellent verbal and written communication skills.
• Experience in customer service with direct customer contact.
• Experience using call center software.
• Demonstrated aptitude for general troubleshooting.
• Demonstrated ability to organize, follow-up, prioritize, and work independently.
• Demonstrated ability to solve / troubleshoot complex, non-routine problems.
• Working knowledge of personal computers and software, in particular Windows and Office 365 including Teams, Outlook and Word.

An equivalent combination of training and professional work experience may be substituted for minimum qualifications.

Additional Considerations

Additional considerations include:
• Experience in a call center environment.
• Experience working in a Lottery.

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.

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.

The selected candidate must be able to complete a background investigation and possess a valid Driver’s License. Minimum travel required. Required in-person work three days a week, including Tuesday and Wednesday. Evening and weekend hours are required.

The Virginia Lottery is an independent state agency,