Hybrid Customer Resolution Analyst | Proactive Problem-Solver

North Carolina Education Lottery; Raleigh (NC); Hybrid; USD 38,000 - 46,000; Full time

Job summary

North Carolina Education Lottery in Raleigh, NC is seeking a Customer Resolution Analyst to ensure service excellence and support big winners. This regular full-time role combines call, email, and data analysis to address issues and improve processes.

The successful candidate will handle retailer and player inquiries, maintain databases, and generate reports, while learning NCEL policies and products. This hybrid position requires NC residency and offers competitive pay and benefits.

Qualifications

• Requires high school diploma or equivalent plus 1-3 years of experience.
• Excellent interpersonal skills, including the ability to handle confrontational callers.
• Good written and oral communication skills.
• Good basic math skills.

Responsibilities

• Corresponds with retailers, players, and colleagues by phone, email, and fax; escalates issues to external vendors or management as needed
• Analyzes and processes retailer adjustments; produces TMIR reports
• Researches retailer accounts and assists players with Lucke-Rewards, nclottery.com, and the NCEL app
• Maintains databases of retailer, player, and game information
• Produces reports to support Retailer Contracts, Finance, and Sales; analyzes data with Excel
• Sets up Lottery Service Portal access for retailers and reviews account usage

Skills

Interpersonal skills

Microsoft Office

Communication skills

Math skills

Education

High school diploma or equivalent

Job description

North Carolina Education Lottery in Raleigh, NC is seeking a Customer Resolution Analyst to ensure service excellence and support big winners. This regular full-time role combines call, email, and data analysis to address issues and improve processes.

The successful candidate will handle retailer and player inquiries, maintain databases, and generate reports, while learning NCEL policies and products. This hybrid position requires NC residency and offers competitive pay and benefits.