Customer Service Specialist 2

Job Opportunity

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 contributions to our state.
• 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, inclusion and belonging 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.
• Supported growth and development opportunities.
• 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.
• Always an awesome time - You'll get to help out selling at events that impact our local markets. And, you'll always have fun when you take part in the big jackpot winner celebrations and game launch events that happen throughout the year.

Washington's Lottery also offers:

• A great total compensation and benefits package
• Some positions may include flexible work schedules and telework options
• The opportunity to earn special pay: Events ($35 per hour or exchange time) or Draw Duty.
• Agency-branded shirts, sweaters, and jackets
• Tuition Reimbursement Program
• Infants in the Workplace Program

If you have gotten this far and are thinking you do not qualify, consider again. It may be that lived experience, volunteer positions, or a combination of experience and education could demonstrate your ability to perform the duties within this job. If you are excited about this role but you're not sure if your experience or held credentials align perfectly with every qualification in the job description, we encourage you to apply anyway. If you have any questions, please contact 360-890-2856. You may just be the needed candidate for this or other roles.

The Opportunity: Be a part of a welcoming, team-oriented environment where collaboration and support are part of the daily experience. In this role, you will take on a variety of responsibilities and see the direct impact of your work on customers and the team. Key Responsibilities:

• Deliver positive customer service by responding to player and retailer inquiries, resolving issues, and escalating complex concerns to the appropriate departments with professional follow-through.
• Interpret and apply policies, procedures, and rules to resolve complaints and inquiries, and explain them to players and retailers.
• Assist players with completing claim forms and redeeming winning tickets, including managing prize payments and debt offset communications.
• Log all mailed-in claims by recording incoming mail and tickets in coordination with mail processing staff.
• Ensure all mail-in claims are accounted for and prepared for payment processing.
• Review prize payment checks for accuracy and route items for correction as needed.
• Process debt payments and disburse remaining funds to claimants.
• Sell lottery tickets and assist customers using lobby vending machines.

Required Qualifications:

• Demonstrated ability to deliver responsive, courteous and solution-oriented customer service to diverse range of stakeholders, including players, retailers, and internal staff by actively listening, resolving issues efficiently, and maintaining professionalism.
• Experience in performing detailed administrative and operational tasks such as inventory management, compliance documentation, with a strong focus on accuracy, timeliness, and adherence to internal policies and procedures.
• Ability to independently coordinate across departments and functions to support daily operations, applying strong organizational skills and sound judgment to ensure effective collaboration and service delivery.
• Demonstrated strong written and verbal communication skills, including the ability to draft professional correspondence, explain complex policies clearly, and interact with diverse audiences.

Desired Qualifications:

• Demonstrated ability to explain complex or technical information regarding rules, rights, regulations, policies, procedures, programs, or services to answer questions, resolve problems, communicate decisions or actions, etc.
• Demonstrated ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry people.

Application Requirements:

• You are required to list all relevant experience in the "Work Experience" section of the application. Experience not included in this section will not be considered. A resume will not be accepted as a substitute.