Lottery Customer Experience Specialist

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

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