| Post Code: D723 | |
| Announcement Number: OL11091365 | |
| Classification Number: K0405 | |
| Open: 11/19/2009 | |
| Revised: 12/11/2009 (Job re-posted with new close date) | |
| Close: 12/28/2009 | |
| Location: Salem | |
| Availability: Part Time | |
What could be more fun than working for an award-winning organization that creates and sells entertaining games and earns money for Oregon programs? Dedicated to a Diverse Workforce, the Oregon Lottery is a very successful revenue-producing state agency that creates and sells entertaining games. Profits from these games help support Oregon's education system and fund economic development projects, state parks and salmon habitat projects.
The Oregon Lottery has one (1) Regular Service opening for a Customer Service Specialist 1 in the Retailer Services Department. This position is a non-exempt and is eligible for overtime pay. This position is part time (30 hours/week) and requires the ability to work a weekend shift. The work schedule for this position is Friday through Sunday, 6:00 am to 5:00 pm, 3 days at 10/hours a day.
This recruitment posting will close on Monday, December 28, 2009, at 9:00 am.
This job posting was previously opened on Novmeber 19 and closed on December 2, 2009. If you have applied for this job posting within this time period, there is no need to re-apply. To review your application status, please log in to the Lottery career center as a returning user and view your status to this job posting. If your application status shows "incomplete", please complete your application and screening questions attached to this job posting. POSITION PURPOSE: This Customer Services Specialist position is responsible for providing quality customer service, and administrative and technical support to the Lottery employees, retailers, players and the general public. Customer Services Specialists are available 22 hours, seven days-a-week, and ensure that these activities are handled properly. The work includes, but is not limited to, answering and responding to telephone calls on the Lottery’s 800 line, maintaining on-going communication with retailers, investigating and responding to Lottery retailer complaints, and utilizing troubleshooting methods in resolving Lottery video terminal and on-line problems and in keeping equipment functional for retailers and Lottery employees. Failure to adequately perform responsibilities, in an effective manner, could result in a delay in services and/or information getting to the appropriate parties. This effect could lead to a loss in retailer and public confidence if quality service is not provided, and consequently result in losses to Lottery revenue for the State. JOB SCOPE: Under limited supervision from a Customer Services Supervisor, the person in this position may receive some instructions on the details of most assignments but are free to prioritize and develop their own work methods within established procedures, methods, and policies. This position requires the ability to work independently and with others, within specific and general guidelines, while making decisions based on Lottery policies, guideline and procedures. The work is performed in accordance to Management Directives, the Oregon Revised Statutes, the Oregon Administrative Rules, and desk manuals. PRINCIPAL ACCOUNTABILITIES (*ESSENTIAL FUNCTIONS): 1. *Answers the 800 telephone line and performs a variety of activities which are of technical, administrative and/or clerical nature for Lottery staff, retailers, players and the public. Provides efficient and effective customer service to ensure activities are appropriately completed. Typical Activities: Provides information and assistance to Lottery staff, retailers, players and the public, on all Lottery games and activities. Assists retailers with resolving questions, concerns or disputes regarding Lottery games by researching and analyzing the information provided, and responding to the information received, or refers to the appropriate parties and follows through to ensure the issue gets resolved. Works to minimize loss of revenue by working with retailers and store clerks, over the phone, to assist with fixing Lottery video terminals, on-line and other equipment by utilizing troubleshooting techniques (i.e., ticket validations, changing paper and ribbons in terminals, and clearing dollar bill and play slip jams). Places call for service if unable to resolve the problem over the phone. Prepares paperwork and inputs information into the Hotline Dispatch Service System. Explains and interprets Lottery rules, policies, and regulations to retailers by addressing their concerns and/or referring them to the appropriate parties. Documents ideas and complaints from retailers and submits the information to the appropriate parties for input and resolution. Maintains an extensive information database to be able to respond correctly to all of the retailers concerns including; fees, commission meetings, accounting, contract and tax issues. 2. *Performs dispatch activities for Lottery retailers by closing service calls from field personnel and tracking the calls to ensure service is provided and completed in a timely manner. Typical Activities: Relays service call information to vendor and uses trouble shooting techniques to ensure quality control in order to prevent on-line service calls from being unnecessarily dispatched. Reviews all open on-line service requests to ensure calls are dispatched within 20 minutes from receipt of call to a customer service representative. Reviews all service calls, on a continual basis, to assure service calls are received and acknowledged by the service representatives in a timely manner. Enters closure information received from voice mail box to assure the solution code matched the problem code, and other quality control issues are addressed. In the absence of a Customer Services Specialist II, a Customer Services Specialist I will assign video service calls to field technicians. 3. *The Customer Services Specialist I may perform Exceptions desk responsibilities, by constantly monitoring/scanning the Oregon State Lottery-Video Gaming equipment for equipment malfunctions and/or security violations. Pro-actively takes appropriate action, by utilizing a thorough follow-through approach , in resolving problems which may occur, in order to minimize the loss of potential sales revenue to the retailer. Deals with issues relative to “high visibility” security violations by monitoring equipment and taking appropriate action in resolving problems in an effective and timely manner. Typical Activities: Monitors all Oregon State Lottery - Video Gaming machines, terminals and lines of communication, via the exception monitor and/or the exception “logger”, for equipment malfunctions as well as “high visibility” security violations. The Exception Desk operator responds immediately by noting the event(s) on the appropriate log and taking the necessary action required, as stated in the Exception Desk; Codes and Procedures - reference Manual. Steps may include; immediately contacting an individual retail site in order to assist with an equipment malfunction or to address a security violation. If attempt in making contact is unsuccessful, repeated attempts at contact should be made at regular time intervals, in order to resolve the problem at hand. Whenever necessary, immediate and informative notification of field, in-house or security personnel must be initiated by the Exception Desk operator. Proper action/recording of an event must be affected by the Exception Desk operator. The action/recording necessary, may take the form of a service request entry for a field representative to be dispatch to the site, a log entry, or... if the event is resolved by the operator he/she will enter pertinent information to a service log for future tracking purposes. Also, notification of security personnel, in the case of security violations and/or burglary, robbery or vandalism events must be initiated by the operator. Notify the appropriate personnel when a loss of systems communications occurs as well as when communication is restored. Tracks and aggressively follows up and escalates priorities for telco related problems. On a daily basis receives and acts on reports from both the Lottery and Gtech Corp., regarding retailer conversions, disables/enables, accounting/security violations, updates, etc. The Exception Desk operator is responsible for the status, completion and filing of all existing daily/weekly and monthly logs. The Exception Desk operator is responsible for notification of all lottery personnel as to specific on-line game drawing results, after each “draw” date. The Exception Desk operator is responsible for logging, on a daily basis, activity relative to the ITTS shutdown Report. All entries must be logged and filed according to procedure. Between the hours of 17:00 - 08:00, the Exception Desk operator will be responsible for proper notification of appropriate personnel, in the event of an emergency. Between the hours of 17:00 - 08:00, the Exception Desk operator will be responsible for monitoring the parking lot/front door monitor and reporting any criminal or suspicious activity or persons to the local authorities, as well as contacting the appropriate lottery personnel. Monitors telecommunications tracking and makes follow-up calls to retailers experiencing telecommunication related problems to eliminate potential loss of revenue. 4. *Assists with the issuance, return, and other activities involved with Lottery game tickets issued to retailers by ensuring that the service provided is completed in a timely manner. Typical Activities: Places ticket orders for scratch-it and break-open tickets onto the database system and reviews orders for accuracy. Researches and resolves ticket delivery problems, lost or stolen tickets and ticket pack activation problems. Notify ticket problem group of any ticket delivery problems, researches and resolves lost or stolen tickets and ticket pack activation problems. Assist retailers with the loading, size, value and inventory of tickets used in ITVM dispenser machines. 5. Participates in the promotional activities by assisting Lottery staff with mailings, and communicating with retailers new product information to enhance sales of Lottery products and activities. Typical Activities: Works on promotional projects by counting leaflets, stuffing folders, etc. to assist in coordinating promotional activities for retailers. Receives, from retailers and field staff, requests for point of purchase items and other promotional materials. Processes the information onto the database system, counts and sorts items, and gives to the Distribution Section for delivery to field staff. Provides bonus point information to retailers, clerks and Lottery staff upon request. Processes the issuance and return of coupons and certificates used in promotional activities. Reviews items to ensure information is accurate and is in compliance with Lottery policy which pertains to the particular event. If there are discrepancies, refers to the appropriate parties. Gives to assigned staff for data entry. Communicates, on a continual basis, promotional events and information to retailers by staying abreast of promotions and special events. 6. *Provides administrative and technical support to retailers by conducting activities which assist in maintaining operations. Typical Activities: Receives a Validation Exception report, hourly, from data processing, and calls retailers that have gone into ITTS auto cash shutdown by attempting to find out what is causing the problem. Attends weekly staff meetings to keep apprised of all ongoing changes and updates to Lottery games, activities and equipment. Monitors specific game closures and communicates results according to procedures. ADDITIONAL RESPONSIBILITIES: 7. Participates in assignments as needed. INTERPERSONAL CONTACTS: This Customer Services Specialist position interacts with Lottery staff and security, retailers, vendors, players, and the general public to discuss and/or explain Lottery policies and procedures, game activities, promotional activities, service on equipment, and ticket and accounting problems. There may be occasion to speak with the local police to report or discuss break in and/or theft activity. JOB CONDITIONS: Work is performed in an office environment. Requires working irregular hours (i.e., nights, weekends and holidays) because this is a 22-hour, seven day-a-week operating section; requires reading a computer terminal for long periods of time, working in an environment which includes noise and heat from terminals and printers, and using a telephone headset. Further, there may be, on occasion, exposure to belligerent and irate individuals. Requires travel for job related purposes, occasionally. QUALIFICATION REQUIREMENTS: Three years experience providing customer service which included providing information about services and programs, explaining rules and procedures, and/or providing assistance. Related college level course work will substitute for up to one year of the required experience. (College credit hours are converted into months of experience.) Transcripts are required for this substitution. Experience dealing with mechanical and technical equipment and problems is desired. An understanding of basic accounting principles is desired to explain payout percentages, accounts receivable history, and debits and credits. Other Qualification Requirements: • Demonstrated knowledge and application of proper grammar, punctuation, spelling, capitalization, and sentence structure; and basic arithmetic (addition, subtraction, multiplication, division, and percentage). • Demonstrated knowledge and application of work organization and simplification practices and techniques. • Demonstrated skill in applying specific well-defined rules, laws, regulations, policies and procedures affecting assigned work through analysis and resolution. • Demonstrated skill in communicating, both orally and in writing, with a variety of individuals responding to inquiries, and gathering and exchanging information; and maintaining effective relationships with agency personnel, retailers, vendors, and the public. • Demonstrated skill in exercising independent judgment when making appropriate decisions concerning work methods, effectively performing multiple and diversified tasks while working with conflicting priorities, and meeting deadlines. • Demonstrated skill in using a personal computer and conducting multiple computer applications on word processing and database programs. • Demonstrated ability dealing with individuals, who at times may be hostile or angry in a positive and accurate manner, when resolving difficult customer service. • Demonstrated ability to work independently and act within a team framework. APPLY NOW!! Visit http://www.oregonlottery.org/jobs/
The results of this recruitment may be used to fill future vacancies.
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