Job Detail

We make Imagination happen. Not often does an opportunity come around where every single day at work you get to inspire dreams, have fun and do good. But that's exactly what we're all about. For more than 40 years, we've been enriching the imaginations of Washingtonians by helping them imagine all the possibilities of what they could do if they won. We've also been giving back to the state in more ways than you may realize. From the student who receives a college grant, to the convenience store owner supporting their family, to the fans who cheer for their favorite team at the state’s premier stadium and exhibition center; we've given billions to players and beneficiaries across the state over the years.
When it comes right down to it, we don't just sell amazing games that give people a chance to dream, we also do good. Because doing good is good to do.

Be a part of the fun by joining Washington's Lottery.

Benefits that matter:

• 
  We support a powerful mission - to offer games of chance with integrity and imagination to maximize beneficiary contributions.
• Work in an organization unlike any other in state government where creativity, ideas, fun, and passion are the order of the day.
• Work in an organization that is committed to embedding the values of diversity, equity, and inclusion into all aspects of our work.
• Work-Life Balance - We have flexible hours that let you put in a good day's work, while still giving you time for your life outside of this awesome job.
• A Tuition Reimbursement Program that encourages employees to continue their individual growth.
• You will have the opportunity to make important impacts across all parts of the organization.
• A modernized workplace that promotes efficiency, utilizes new technology, and encourages collaboration

Do you enjoy interacting with customers and players? Do you thrive working in a team environment? Imagine yourself celebrating a winning experience with one of our players. These are a few fun things our Customer Service Specialists experience daily. If this sounds appealing, apply today!

This position provides Customer Service to Lottery players and retailers by explaining claim procedures and/or independently resolving Lottery players complaints. It also provide sales and customer support for the regional sales counter and regional vending machine, and is responsible for the security of the back office including the warehouse at all times.

Some of the duties performed by the Customer Service Specialist 2 include:

• 
  Assist customers at counter or on the phone.
• Process and redeem winning lottery tickets by cash or checks.
• Load and remove tickets from vending machines and in-counter dispensers.
• Explain current promotions and how to play Lottery games.
• Sell scratch and draw tickets including accepting cash and making change.
• Reconcile and balance cash, scratch ticket inventory, and redemptions.
• Resolve problems and responds to inquiries from customers and the general public regarding Lottery rules, regulations, policies, procedures, criteria, and services.

We are looking for someone who has:

• Experience providing direct customer assistance in a complex, fast-paced environment by telephone and in person.
• The ability to maintain a pleasant, patient, respectful, and professional demeanor at all times.
• The ability to maintain knowledge of complex systems and rules in order to understand issues and respond to questions and concerns appropriately and without undue delay.
• A work history of being prompt and dependable.
• Work in a team environment to maintain minimum staffing levels at all times.
• Able to lift up to 40 pounds and pull/push a pallet jack. Able to move and relocate heavy and awkwardly sized objects and use a step stool.

• At least two years of experience providing assistance to customers regarding inquiries, complaints or problems. Education in related area will substitute experience year for year.
• Retail experience is preferred.
• Minimum one year of experience in a position in which a major duty involved the following (experience may be gained concurrently):
  • Experience handling cash in a retail environment, including receiving and counting cash and making change.
  • Reading, comprehending, interpreting, and retaining information from written material, including rules, regulations, RCWs, or WACs
  • Explaining complex or technical information regarding rules, rights, regulations, policies, procedures, programs, or services to answer questions, resolve problems, communicate decisions or actions, etc.
  • Independently performing 3 or more of the following functions using a computer: (1) use a computer keyboard well enough to send and receive email, (2) use a computer with a Windows environment, (3) find information on the Internet, (4) perform basic search functions, (5) view calendars and schedule appointments using electronic calendars (6) use spreadsheets, and (7) navigate network drives understanding computer folders and files.
  • Multi-tasking in an office environment.
• Willingness to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry people.
• The ability to read, write, translate, interpret, and/or communicate complex data.
  
  How to Apply
  
  If you are viewing this job announcement online, click Apply above.
  If you received a printed copy of this job announcement:
  1. Go to www.careers.wa.gov
  2. Click Look for Jobs
  3. Click on Filter, then Department, select Washington's Lottery
  4. Click on CUSTOMER SERVICE SPECIALIST 2 (Non-permanent)
  5. Click Apply

• Please attach a Cover Letter to your on-line application (through the Add Attachment(s) field). A resume will not substitute for the "work experience" section of the application.
• Applications with comments such as "see attachments" in the supplemental question responses will be considered incomplete.

• Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

• Employees of the Lottery and their family members who reside in the same household are precluded by law from participating in the Lottery games. In addition, family members who live in the employee's household may not be employed by a Lottery vendor.
• Washington's Lottery Headquarters building is a chemical-free/scent-free environment. Employees are expected to refrain from the use of scented products when at Headquarters.