Customer Service Representative I

Pollard Banknote Limited; Phoenix (AZ); On-site; USD 32,000 - 45,000; Full time

Job summary

Pollard Banknote Ltd. in Phoenix, AZ is seeking a Customer Service Representative to support the Arizona Lottery account. You will interact with customers in person, by phone, and via correspondence to provide game information, policies, and procedures while resolving issues and processing transactions.

You will handle cash, assist with ticket sales and redemptions, and explain lottery games. Strong communication and data-entry skills are essential, with attention to detail and discretion.

Qualifications

• High School Diploma or GED.
• Minimum 2 years in a customer service role.
• Experience handling cash transactions.
• Knowledge of lottery games is a plus.
• Strong written and verbal communication.
• Discretion with confidential information.
• Good troubleshooting, problem-solving, and math basics.
• MS Office and data entry skills.
• Strong time management and organization.
• Attention to detail and accuracy.
• Ability to work independently and in a team.
• Knowledge of state and lottery rules is a plus.
• Spanish language skills are a plus.

Responsibilities

• Interact with customers in person by selling and redeeming tickets, answering questions, providing materials, and explaining lottery processes and games.
• Handle phone inquiries, including providing winning numbers, explaining games, mailing requested materials, and transferring calls to the appropriate departments.
• Handle and balance cash transactions, prepare bank deposits, and complete daily bank reconciliations, fiscal transactions, and reconciliation reports.
• Prepare written correspondence and perform data entry.
• Operate computers, ticket terminals, calculators, and various office equipment.
• Perform other duties as assigned

Skills

Customer service

Cash handling

Communication

Data entry

Time management

Problem solving

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

LOCATION: Phoenix (4740 E University Dr, Phoenix, AZ 85034)

SCHEDULE: Monday - Saturday (7:00 AM to 5:00 PM)

Pollard Banknote is seeking highly driven, customer focused Customer Service Representatives to work on the Arizona Lottery Account.

Under the direction of the Customer Service Supervisor, the Customer Service Representative will perform a variety of tasks. This position will interact with customers via telephone, in person, and through correspondence, by providing game information, policies and procedures, and rules and regulations. The incumbent will perform research and resolve various customer problems and complaints.

What You'll Do

• Interact with customers in person by selling and redeeming tickets, answering questions, providing materials, and explaining lottery processes and games.
• Handle phone inquiries, including providing winning numbers, explaining games, mailing requested materials, and transferring calls to the appropriate departments.
• Handle and balance cash transactions, prepare bank deposits, and complete daily bank reconciliations, fiscal transactions, and reconciliation reports.
• Prepare written correspondence and perform data entry.
• Operate computers, ticket terminals, calculators, and various office equipment.
• Perform other duties as assigned

What You'll Bring

• High School Diploma or GED.
• Minimum of two (2) years of experience in a customer service environment.
• Prior experience handling cash transactions is required.
• Knowledge of lottery games and products is an asset.
• Strong written and verbal communication skills, with the ability to communicate clearly and effectively.
• Experience handling confidential information with discretion.
• Strong troubleshooting, problem-solving, and basic mathematical skills, with the ability to objectively review information relevant to the position.
• Microsoft Office and data entry experience, with the ability to learn new computer software.
• Strong time management and organizational skills, with the ability to prioritize workflow, maintain schedules, follow up on deadlines, and manage multiple tasks in a fast-paced environment.
• Strong attention to detail and ability to produce accurate work.
• Ability to work independently, self-direct work, and contribute effectively in a team-oriented and diverse environment.
• Knowledge of State and Lottery laws, rules, regulations, and agency policies and procedures is considered an asset.
• Spanish language skills are considered a strong asset.
• Ability to sit, stand, bend, and stretch for a minimum of 50% of the time.
• We are unable to sponsor or transfer visas.

Who You Are

• A strong leader with relationship building skills.
• Experienced in structuring, building, and growing high-performing and engaged teams.
• High energy, with the ability to successfully own, manage and execute multiple competing priorities.
• A strategic problem-solver with a willingness to challenge the status quo.
• Works well under pressure, effectively, and efficiently.

What We Offer

Pollard Banknote offers a challenging and team-oriented environment, competitive compensation, comprehensive health, vision, and dental benefits, life insurance, paid vacation and personal time, 401k retirement savings, and opportunities for professional development.

Pollard (U.S.) Ltd. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted.

Employment is contingent upon a satisfactory response from a Criminal Record Search, Drug Screening, Driving Record, Credit Check and any other applicable pre-employment requirements.

Employment is contingent upon a satisfactory response from a Criminal Record Search, Drug Screening, Driving Record, Credit Check and any other applicable pre-employment requirements.