Retail Operations Customer Support

Retail Operations Customer Support

We're hiring a customer service oriented and highly organized individual to be part of our Retail Operations Support Team in our Lottery Division! Use your excellent customer service skills to serve Colorado residents and retailers to answer their questions and support their needs. Your cash handling experience will ensure all cash is accounted for and correctly deposited. If you're ready to make a difference at DOR, then this may be the job for you!

Primary duties include:

• Claims Support - Processes claims using the Claims and Payment system, ensuring paperwork accuracy and verifying personal information.
• Coordinate with investigators on stolen, altered, or high-tier 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.

Retailer Customer Service and Support:

• 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 and account changes.
• Support promotional and mobile app activities, activate promotional tickets, and assist with My Lottery account access and inquiries.

Player and Public Customer Service Support:

• 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.