Lottery Customer Service Specialist

North Dakota Office of Attorney General; Bismarck (ND); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness (PSLF)

Job summary

North Dakota Office of Attorney General in Bismarck seeks a program coordinator to recruit, train, and support lottery retailers across the state. The role requires travel statewide and may include evenings and weekends.

The position emphasizes relationship building, compliance, and performance analysis, with eligibility for the Public Service Loan Forgiveness program.

Employees enjoy a state government career with benefits.

Qualifications

• An associate's degree and at least two years of management and customer service experience or the combined equivalent of relevant years of experience and education.
• Preferred retail experience.
• Excellent report writing, communication, prioritization, time management, and organization skills.
• Ability to establish and maintain effective, harmonious working relationships with co-workers, supervisors, all agencies, and the public.
• Possess and maintain valid state issued driver's license.

Responsibilities

• Develop and maintain effective relationships with industry trade associations and with retailers to promote the sale of lottery tickets
• Design lottery training programs and conduct group or one-on-one training for retailers
• Provide service advice, disseminate information, and address unique merchandising and non-compliance issues with retailers and develop policies and procedures to resolve retailer issues
• Travel throughout the state is necessary with a state vehicle and work hours may vary throughout the year, including evenings and weekends
• Correspondence with retailers via email, telephone, and in-person
• Process mail-in player prize claims on a timely basis
• Balance gaming systems and provide backup on-call duties in coordination with the Multi-State Lottery Association and online gaming system vendor on a rotational basis
• Develop retailer routes, monitor retailers' activity, and maintain a comprehensive retailer plan/file that includes information on how to operate lottery terminals
• Participate in short- and long-term strategic planning activities
• Recruit promising retailers to apply for license and inspect prospective retail sites
• Create and manage databases of retailer sales data
• Provide input on the newsletter, website, and on marketing and related services
• Maintain and monitor inventories
• Evaluate the effectiveness of lottery marketing promotions, point-of-sale items, and advertising by gathering data/analyzing sales results
• Work closely with the Sales and Marketing Manager to propose marketing ideas, assist in promotions, and implement marketing campaigns at the retailer level
• Assist retailers in developing individualized on-site marketing promotions and work creatively with the retailer to display lottery equipment effectively
• Regularly visit retailers to monitor the placement of and the proper operation of the location's lottery equipment
• If necessary, represent the Lottery on the radio, television, or before a group of people and arrange promotional events with retailers to award major prizes at sites

Skills

Management experience

Customer service

Report writing

Communication

Confidentiality

Education

Associate's degree

Job description

Summary Of Work

The individual in this position is responsible for selecting, training, monitoring, and guiding lottery retailers to maximize lottery image and sales. The position is officed in Bismarck, with travel primarily throughout the state.

Employees in this position are eligible for the Public Service Loan Forgiveness (PSLF) program.

Duties And Tasks

• Customer Service
  • Develop and maintain effective relationships with industry trade associations and with retailers to promote the sale of lottery tickets
  • Design lottery training programs and conduct group or one-on-one training for retailers
  • Provide service advice, disseminate information, and address unique merchandising and non-compliance issues with retailers and develop policies and procedures to resolve retailer issues
  • Travel throughout the state is necessary with a state vehicle and work hours may vary throughout the year, including evenings and weekends
• Administration of the Lottery
  • Correspondence with retailers via email, telephone, and in-person
  • Process mail-in player prize claims on a timely basis
  • Balance gaming systems and provide backup on-call duties in coordination with the Multi-State Lottery Association and online gaming system vendor on a rotational basis
  • Develop retailer routes, monitor retailers' activity, and maintain a comprehensive retailer plan/file that includes information on how to operate lottery terminals
  • Participate in short- and long-term strategic planning activities
  • Recruit promising retailers to apply for license and inspect prospective retail sites
  • Create and manage databases of retailer sales data
  • Provide input on the newsletter, website, and on marketing and related services
  • Maintain and monitor inventories
• Sales Strategies and Marketing Promotions
  • Evaluate the effectiveness of lottery marketing promotions, point-of-sale items, and advertising by gathering data/analyzing sales results
  • Work closely with the Sales and Marketing Manager to propose marketing ideas, assist in promotions, and implement marketing campaigns at the retailer level
  • Assist retailers in developing individualized on-site marketing promotions and work creatively with the retailer to display lottery equipment effectively
  • Regularly visit retailers to monitor the placement of and the proper operation of the location's lottery equipment
  • If necessary, represent the Lottery on the radio, television, or before a group of people and arrange promotional events with retailers to award major prizes at sites

Minimum Qualifications

• An associate's degree and at least two years of management and customer service experience or the combined equivalent of relevant years of experience and education.
• Preferred qualification: retail experience
• Excellent report writing, communication skills, prioritization, time management, and organization skills.
• Ability to establish and maintain effective, harmonious working relationships with co-workers, supervisors, all agencies, and the public.
• Ability to maintain a high degree of confidentiality.
• Possess and maintain valid state issued driver's license.
• Successful completion of the interview process, reference checks, and standard background and criminal record checks.

Preferred Knowledge, Skills, And Abilities

• Skill in problem solving
• Skill in customer service
• Skill in time management
• Knowledge of retail sales
• Knowledge of marketing
• Ability to interpret and apply laws and rules
• Ability to communicate both orally and in writing, in a clear and concise manner
• Ability to maintain confidentiality

About Team ND

"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore Roosevelt

More than 7,500 talented, hard-working people across sixty-three agencies have come together as Team North Dakota. At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage. Our purpose is to empower people, improve lives, and inspire success. Join us in being legendary.

Total Rewards

Total Rewards: The State of North Dakota is committed to providing team members with a strong and competitive rewards package that support you, your health and your family.

Application Procedures

Applicants are screened based on qualifications, successful completion of the interview process and a background and criminal investigation.

Applicants must be currently authorized to work in the United States on a full-time basis.

The Office of Attorney General does not provide sponsorships.

Application package must be received by 11:59 PM Central Standard Time (CST) on the closing date listed on the opening.

All hiring decisions are subject to approval by the Attorney General. No offer of employment is final or binding until approved by the Attorney General.

The North Dakota Office of Attorney General prohibits candidates from plagiarizing any portion of their employment application and interview process to include responses to questions in which you must provide a narrative and/or verbal response. You must create your own responses originally and not copy or adapt them from other sources.

While the North Dakota Office of Attorney General encourages you to create your narratives and interview responses with great care, including correct use of grammar and style, you are prohibited from using any artificial intelligence (AI) or AI-assisted tool, to include but not limited to ChatGPT during the interview process. Any information you provide during the application and interview process is subject to verification. The North Dakota Office of Attorney General will discontinue your candidacy if we find you have violated this prohibition on use of AI tools in the application and interview process.

Anyone needing assistance or accommodations during any part of the application or interview process.

Documents To Be Submitted

• Resume
• Cover letter with a summary that clearly explains how the applicant's work experience is related to the summary of work and minimum/preferred qualifications
• 3 Professional References
• College Transcripts (copies or unofficial versions are acceptable for the initial application process but when the top candidate is given a conditional employment offer, they are required to present official transcripts)

Equal Employment Opportunity

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. Sect. 23-12-10.