Lottery Customer Service Specialist

The individual in this position is responsible for selecting, training, monitoring, and guiding lottery retailers to maximize lottery image and sales. The position is officed in Bismarck, with travel primarily throughout the state.

Employees in this position are eligible for the Public Service Loan Forgiveness (PSLF) program.

• Customer Service
  • Develop and maintain effective relationships with industry trade associations and with retailers to promote the sale of lottery tickets
  • Design lottery training programs and conduct group or one-on-one training for retailers
  • Provide service advice, disseminate information, and address unique merchandising and non-compliance issues with retailers and develop policies and procedures to resolve retailer issues
  • Travel throughout the state is necessary with a state vehicle and work hours may vary throughout the year, including evenings and weekends
• Administration of the Lottery
  • Correspondence with retailers via email, telephone, and in-person
  • Process mail-in player prize claims on a timely basis
  • Balance gaming systems and provide backup on-call duties in coordination with the Multi-State Lottery Association and online gaming system vendor on a rotational basis
  • Develop retailer routes, monitor retailers' activity, and maintain a comprehensive retailer plan/file that includes information on how to operate lottery terminals
  • Participate in short- and long-term strategic planning activities
  • Recruit promising retailers to apply for license and inspect prospective retail sites
  • Create and manage databases of retailer sales data
  • Provide input on the newsletter, website, and on marketing and related services
  • Maintain and monitor inventories
• Sales Strategies and Marketing Promotions
  • Evaluate the effectiveness of lottery marketing promotions, point-of-sale items, and advertising by gathering data/analyzing sales results
  • Work closely with the Sales and Marketing Manager to propose marketing ideas, assist in promotions, and implement marketing campaigns at the retailer level
  • Assist retailers in developing individualized on-site marketing promotions and work creatively with the retailer to display lottery equipment effectively
  • Regularly visit retailers to monitor the placement of and the proper operation of the location's lottery equipment
  • If necessary, represent the Lottery on the radio, television, or before a group of people and arrange promotional events with retailers to award major prizes at sites

• An associate's degree and at least two years of management and customer service experience or the combined equivalent of relevant years of experience and education.
• Preferred qualification: retail experience
• Excellent report writing, communication skills, prioritization, time management, and organization skills.
• Ability to establish and maintain effective, harmonious working relationships with co-workers, supervisors, all agencies, and the public.
• Ability to maintain a high degree of confidentiality.
• Possess and maintain valid state issued driver's license.
• Successful completion of the interview process, reference checks, and standard background and criminal record checks.

• Skill in problem solving
• Skill in customer service
• Skill in time management
• Knowledge of retail sales
• Knowledge of marketing
• Ability to interpret and apply laws and rules
• Ability to communicate both orally and in writing, in a clear and concise manner
• Ability to maintain confidentiality

"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore Roosevelt

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