CUSTOMER SERVICE SPECIALIST 2

State of Washington; United States; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Total compensation package

Flexible work schedules

Telework options

Branded shirts, sweaters, and jackets

Tuition reimbursement program

Infants in the Workplace Program

Job summary

Washington's Lottery seeks a flexible, detail-oriented team member to deliver excellent customer service to players and retailers while supporting daily operations across departments.

From inventory and cash reconciliation to assisting with prize payments, you will help ensure accurate, compliant processes and smooth event support, including coordinating travel and correspondence with sales teams.

Qualifications

• Demonstrated ability to deliver responsive, courteous and solution-oriented customer service to diverse range of stakeholders.
• Experience in performing detailed administrative and operational tasks with focus on accuracy and policy adherence.
• Ability to independently coordinate across departments to support daily operations.
• Strong written and verbal communication skills, including drafting professional correspondence.

Responsibilities

• Deliver positive customer service by responding to inquiries, resolving issues, and escalating complex concerns.
• Perform daily reconciliation of inventory, cash, and redemptions.
• Assist players with claim forms and redeeming winning tickets, including managing prize payments.
• Interpret and apply policies to resolve complaints and explain them to players and retailers.
• Support public/media relations for high-tier winners by coordinating interviews and photo opportunities.
• Provide administrative support to the Regional Sales Manager and District Sales Representatives, including travel and scheduling.
• Draft and maintain confidential reports and ensure compliance with records retention.

Skills

Customer service

Administration

Cross-department coordination

Communication skills

Job 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 40 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 convenience store owner supporting their family, to the fans who cheer for their favorite team at the state’s premier stadium and exhibition center; 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.

Benefits that matter:

• We support a powerful mission - to offer games of chance with integrity and imagination to maximize contributions to our state.
• Work in an organization unlike any other in state government where creativity, ideas, fun, and passion are the order of the day.
• Work in an organization that is committed to embedding the values of diversity, equity, inclusion and belonging into all aspects of our work.
• 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.
• Supported growth and development opportunities.
• You will have the opportunity to make important impacts across all parts of the organization.
• A modernized workplace that promotes efficiency, utilizes new technology, and encourages collaboration.
• Always an awesome time - You'll get to help out selling at events that impact our local markets. 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.

Washington's Lottery also offers:

• A great total compensation and benefits package
• Some positions may include flexible work schedules and telework options
• Agency-branded shirts, sweaters, and jackets
• Tuition Reimbursement Program
• Infants in the Workplace Program

If you have gotten this far and are thinking you do not qualify, consider again. It may be that lived experience, volunteer positions, or a combination of experience and education could demonstrate your ability to perform the duties within this job. If you are excited about this role but you’re not sure if your experience or held credentials align perfectly with every qualification in the job description, we encourage you to apply anyway. If you have any questions, please contact 360-890-2856. You may just be the candidate needed for this or other roles.

The Opportunity:

Join our team and be at the center of delivering exceptional service by supporting players and retailers, resolving real-time issues, and ensuring accurate, behind-the-scenes operations that keep everything running smoothly. In this dynamic role, you’ll also help celebrate prize winners, work across teams, and contribute to meaningful work that blends customer interaction, organization, and impact.

Key Responsibilities:

• Deliver positive customer service by responding to player and retailer inquiries, resolving issues, and escalating complex concerns to the appropriate departments with professional follow-through.
• Perform daily reconciliation of inventory, cash, and redemptions
• Assist players with completing claim forms and redeeming winning tickets, including managing prize payments and debt offset communications.
• Interpret and apply policies, procedures, and rules to resolve complaints and inquiries, and explain them to players and retailers.
• Support public/media relations for high-tier winners by coordinating interviews and photo opportunities for prizewinners.
• Provide administrative support to the Regional Sales Manager and District Sales Representatives, including managing travel, expenses, scheduling, and correspondence.
• Draft and maintain confidential reports, letters, and office files while ensuring compliance with state records retention schedules.

Required Qualifications:

• Demonstrated ability to deliver responsive, courteous and solution-oriented customer service to diverse range of stakeholders, including players, retailers, and internal staff by actively listening, resolving issues efficiently, and maintaining professionalism.
• Experience in performing detailed administrative and operational tasks such as inventory management, compliance documentation, with a strong focus on accuracy, timeliness, and adherence to internal policies and procedures.
• Ability to independently coordinate across departments and functions to support daily operations, applying strong organizational skills and sound judgment to ensure effective collaboration and service delivery.
• Demonstrated strong written and verbal communication skills, including the ability to draft professional correspondence, explain complex policies clearly, and interact with diverse audiences.

Desired Qualifications:

• Demonstrated ability to explain complex or technical information regarding rules, rights, regulations, policies, procedures, programs, or services to answer questions, resolve problems, communicate decisions or actions, etc.
• Demonstrated ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry people.

Application Requirement:

• You are required to list all relevant experience in the “Work Experience” section of the application. Experience not included in this section will not be considered. A resume will not be accepted as a substitute.
• Please submit only the required document(s) as noted above and ensure all Personal Identifying Information (PII) such as Social Security numbers, etc. are edited out of your materials for privacy.

Background Check and Other Requirements:

• A background check, including criminal history, will be conducted prior to hire. 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.
• Lottery employees and family members living in the same household are legally prohibited from participating in Lottery games. Family members living in the same household may not be employed by a Lottery vendor.
• Washington's Lottery Headquarters and Warehouse buildings are a chemical-free/scent-free environment. Employees are expected to refrain from using scented products when at those locations.
• Washington’s Lottery is an inclusive workplace where people of all backgrounds are encouraged to apply. We’re committed to equity, respect, and equal opportunity for everyone, and we do not discriminate based on any protected status.
• If you need a reasonable accommodation during the application process, or if you need this announcement in an alternative format, please contact Human Resources at 360-890-2856. Applicants who are deaf or hard of hearing may call 711 for assistance.

Badges and pins listed above are awarded to us for:

• Zo8 – Sustaining an effective wellness program
• Performance Management – Maintaining a robust program to engage and develop our employees
• RAIN nomination– Providing a safe, welcoming, and inclusive environment for LGBTQ+ employees
• YesVets – Our commitment to hiring veterans