Retail Operations Customer Support

• Processes claims using the Claims and Payment system ensuring paperwork accuracy and and verifying personal information.
• Coordinate with investigators on stolen altered or hightier prize tickets requiring special handling.
• Provide retail operations backup including ticket order placement inventory restocking and vending machine support.
• Maintain and reconcile ticket vending machine inventory ensuring alignment with established standards.
• Manage daily vault operations including warrant stock requests reimbursement checks cash handling and bank deposits.
• Perform cash audits and reconciliations for both vending machines and counters.
• Handle daily mail room functions including sorting delivering logging and preparing outgoing mail and packages.
• Maintain records of mail and package processing for audit and performance tracking purposes.

• Manage and resolve incoming retailer requests statewide including installations removals equipment issues password resets and shipment monitoring.
• Provide customer service and technical support for product order billing/credits system issues and licensing processes.
• Coordinate with Sales Reps Corporate Account Managers Licensing and Gaming System Vendors to process work orders an account changes.
• Support promotional and mobile app activities activate promotional tickets and assist with My Lottery account access and inquiries.

• Provide in person and phone customer service at the Pueblo Claims Center regarding games gameplay prize claims ticket verification and Lottery Mobile App issues.
• Respond to consumer inquiries via phone and email research answers using internal resources and assist with game rules bonus/promotional drawing and My Lottery account troubleshooting.
• Manage product sales jackpot ticket creation bonus drawing schedules and promotional displays while maintaining documentation and performance metrics for Player and Customer service duties.

Class Code & Classification Description: (New)

MINIMUM QUALIFICATIONS:

Experience Only:

Three (3) years of relevant experience in a general clerical and/or public facing customer service role.

General Clerical work experience is typically performed by office clerks and/or administrative assistants this includes but is not limited to tasks such as:

• Experience providing exceptional customer service in the call center and/or online; interfacing with a variety of people from many levels within the organization and community.

• Data Entry including: entering information into a program or database (appointments contact information customer records)

• Regular daily work responsibilities utilizing equipment and software used in offices (EMail Microsoft Office programs (Word Excel PowerPoint) Google Apps etc.)

• Regular daily work responsibilities utilizing computer systems scanners printers copiers fax machines and other technologies

• Typing professional emails letters reports briefings forms memoranda etc.

• Reviewing and comparing data for accuracy and completeness. Gathering specified information and compiling routine reports

OR

Education and Experience:

A combination of related education and/or relevant experience in a general clerical role and/or public facing customer service role equal to three (3) years. Appropriate education will substitute for the required experience on a yearforyear basis.

• State experience in a regulatory environment
• Experience providing customer service in person on the phone and via email.
• Excellent communication and interpersonal skills
• Proven ability to work independently and accept supervision
• Proven success in organizing and tracking workload
• Microsoft Suite (must be able to create Word and Excel documents) and Google Apps (Docs and Sheets)
• Decisionmaking skills

Necessary Special Requirements:

• Applicants must also undergo a conflictofinterest assessment to determine compliance with the provisions of C.R.S.and must remain in compliance with C.R.S.for the duration of their employment with the Colorado Lottery.
• Applicants and immediate family members must comply with restrictions on game play.
• Applicants and immediate family members must ensure compliance with appropriate Lottery laws and rules including conflicts of interest.
• Must be able to lift up to 20 lbs.
• This position is considered a key employee and is required to support the public when the state closes early and we are required to remain open and provide services to the public.
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NOTE: If submitting a transcript certification or other relevant materials candidates may redact information that identifies their age date of birth or dates of attendance at or graduation from an educational institution.

Conditions of Employment with theCDOR:

Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty integrity and public confidence.

As a condition of employment with the CDOR all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations therefore all employees must undergo a preemployment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.

Minimum Qualification Screening

A Human Resources Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.

• Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use see resume or see attached statements on your application.

• Cover letters and resumes will not be accepted in lieu of the official State of Colorado online application. Parttime work experience will be prorated.

• List your employment history starting with the most recent job including parttime temporary and volunteer jobs. If more than one job was held with a given organization list each job held as a separate period of employment.

• Information must be accurate including dates of employment. If it is found that information provided is falsified you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.

• The eligible list established from this posting may be used to fill additional vacancies.

Email Address:

All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your email to accept messages from and addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.

APPEAL RIGHTS

An appeal or review must be submitted on the official appeal form signed by you or your representative. This form must be delivered to the State Personnel Board by email () postmarked in US Mail or hand delivered (1525 Sherman Street 4th Floor Denver CO 80203) or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the departments action.

The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment including completing the application process interviewing completing any preemployment testing participating in the employee selection process and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position please direct your inquiries to our ADAAA Team at

We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.

If not applying online submit application to:

Methods of Appointment:

Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However at the discretion of the appointing authority the position(s) may be filled by another method of appointment for a valid articulated business reason.

Step Pay Program:

Per the requirements of the Step Pay Program any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classifications pay range based on completed years in their current class series.