Customer Service Representative - Braintree

Massachusetts Department of Public Health; Braintree (MA); On-site; USD 64,000 - 78,000; Full time

Job summary

The Massachusetts State Lottery Commission is seeking a Customer Service Representative in Braintree to deliver top-quality customer service to customers and agents via email, mail, phone, internet, live chat, and in-person. The CSR handles claims, issues prize payments, operates MSLC terminals, and sells tickets for all games.

You will assist customers and agents with questions, coordinate with other departments for timely resolution, keep the claims lobby organized, and participate in

Qualifications

• Customer service oriented and able to work in a fast-paced environment.
• Ability to work independently and as a team member.
• Strong verbal, interpersonal and written communication skills.
• Proficiency in Microsoft Office Suite and related computer applications.

Responsibilities

• Process customer claims for winning tickets and generate prize payments per MSLC guidelines.
• Sell tickets for all lottery games and provide information on games and promotions.
• Assist customers and agents with questions and ensure complete follow-up and resolution.
• Maintain a neat, stocked claims lobby area and participate in promotions.
• Answer calls and respond to inquiries via all channels in a professional manner.
• Notify managers of issues and stay updated on new procedures.

Skills

Customer service

Microsoft Office

Tools

CRM software

Database systems

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Customer Service Representative - Braintree (260006JF)

Job Description

Customer Service Representative - Braintree - ( 260006JF )

Description

JOB SUMMARY

The Customer Service Representative's ('CSR')'s role is to deliver top-quality customer service to the Massachusetts State Lottery Commission's ('MSLC')'s customers and agents through all available modes of communication including but not limited to: email, mail, phone, internet, live chat, and in-person. The CSR is responsible for processign claims, issuing prize payments, operating MSLC terminals, selling tickets for all games, managing claim center instant ticket inventory and supplies, and reconciling sales daily.

ESSENTIAL FUNCTIONS

• Process customer claims for winning tickets of all games and generate prize payments by following MSLC Standard Claims Guidelines.
• Sell tickets for all lottery games.
• Provide information and sales about new and existing lottery games and promotions to our customers and agents.
• Assist customers and agents with questions, problems, and any other lottery related needs by working closely with other departments, ensuring that all inquiries receive complete attention, thorough follow-up, and resolution.
• Ensure the claims lobby area is neat, organized, and stocked at all times to accomplish the goals of the claims department.
• Run and participate in promotions in the claim centers that promote and sell lottery products.
• Answer phone calls and staff department specific queues daily in a professional and timely manner.
• Respond to customer and agent inquiries using all available modes of communication.
• Timely notify managers and supervisors of any issues, concerns, or service failures with any MSLC products, equipment, systems, or locations.
• Remain current on all new developments and procedures regarding department and company protocols and products.
• Work both independently and collaboratively in a dynamic environment.
• Exercise a code of confidentiality with regard to all customers and claims.
• Perform related customer service duties as assigned.

SALARY RANGE INFORMATION

For external applicants who are not current employees of the Massachusetts State Lottery Commission (MSLC), the non-negotiable starting salary for this position is $71,068.15 (Job Grade 20/Step 1).

For current MSLC union employees, the starting salary for this position will be calculated using union promotional rules.

The Massachusetts State Lottery Commission is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.

Qualifications

PREFERRED QUALIFICATIONS

• Must be customer service oriented.
• Ability to work independetly and as a team member in a fast-paced environment.
• Ability to interact and create a good rapport with the general public and work colleagues.
• Strong verbal, interpersonal, and written communication skills.
• Knowledge of all games and the general operation and functions of the lottery.
• Excellent attendance and punctuality.
• Strong problem-solving skills.
• Flexibility to adjust working schedule as needed.
• Proficiency in Microsoft Office Suite and experience utilizing computer applications, databases, and software.
• Bilingual is a plus.

Primary Location

United States-Massachusetts-Braintree - 1515 Washington St

Job

Unclassified

Agency

State Lottery Commission

Schedule

Full-time

Shift

Day

Job Posting

Sep 25, 2026, 4:00:00 AM

Number of Openings

1

Salary

71,068.15 - 71,068.15 Yearly

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If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Christine Mountain - 7818495592

Potentially Eligible for a Hybrid Work Schedule : No