Lottery Customer Service Pro | Claims, Sales & Support

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

Job summary

Massachusetts State Lottery Commission in Dorchester seeks a Customer Service Representative to deliver high-quality service across email, mail, phone, internet, live chat and in person. This role processes claims, issues prize payments, operates MSLC terminals, sells tickets, and manages inventory while ensuring timely follow-up and resolution.

The CSR will answer inquiries, promote games and promotions, maintain a neat lobby, and collaborate with departments.

Qualifications

• Must be customer service oriented.
• Ability to work independently 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.

Responsibilities

• Process customer claims for winning tickets and generate prize payments.
• 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.

Skills

Customer service

Teamwork

Communication skills

Microsoft Office

Bilingual

Job description

Massachusetts State Lottery Commission in Dorchester seeks a Customer Service Representative to deliver high-quality service across email, mail, phone, internet, live chat and in person. This role processes claims, issues prize payments, operates MSLC terminals, sells tickets, and manages inventory while ensuring timely follow-up and resolution.

The CSR will answer inquiries, promote games and promotions, maintain a neat lobby, and collaborate with departments.