Customer Service Representative, Worcester
Listed on 2026-03-01
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Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Customer Success Mgr./ CSM
Customer Service Representative (260001KX) Job Summary
The Customer Service Representative’s (“CSR”) role is to deliver top-quality customer service to the Massachusetts State Lottery Commission’s (MSLC) customers and agents through all available modes of communication including but not limited to; email, mail, phone, internet, live chat, and in‑person. The CSR is responsible for processing claims, issuing prize payments, operating MSLC terminals, selling tickets for all games, managing claim center instant ticket inventory and supplies, and reconciling sales daily.
EssentialFunctions
- Processing customer claims for winning tickets and generating prize payments following MSLC Standard Claims Guidelines.
- Selling tickets for all lottery games.
- Providing information and sales about new and existing lottery games and promotions to customers and agents.
- Assisting customers and agents with questions, problems and other lottery‑related needs in close collaboration with other departments.
- Ensuring the claims lobby area is neat, organized and stocked at all times.
- Running and participating in promotions that promote and sell lottery products.
- Answering phone calls and staffing department‑specific queues daily in a professional and timely manner.
- Responding to customer and agent inquiries using all available communication modes.
- Notifying managers and supervisors of any issues, concerns or service failures with MSLC products, equipment, systems or locations in a timely manner.
- Remaining current on all new developments and procedures regarding department and company protocols and products.
- Working both independently and collaboratively in a dynamic environment.
- Maintaining confidentiality regarding all customers and claims.
- Performing related customer service duties as assigned.
For external applicants who are not current employees of the Massachusetts State Lottery Commission (MSLC), the non‑negotiable starting salary for this position is $69,674.65 (Job Grade 20/Step
1). For current MSLC union employees, the starting salary will be calculated using union promotional rules.
Preferred Qualifications
- Customer‑service orientation.
- Ability to work independently and as a team member in a fast‑paced environment.
- Ability to interact and create good rapport with the general public and work colleagues.
- Strong verbal, interpersonal, and written communication skills.
- Knowledge of all games and general operation and functions of the lottery.
- Excellent attendance and punctuality.
- Strong problem‑solving skills.
- Flexibility to adjust work scheduling as needed.
- Proficiency in Microsoft Office Suite and experience using computer applications, databases and software.
- Bilingual skills are a plus.
United States - Massachusetts - Worcester - 135 Gold Star Blvd
Job DetailsAgency: State Lottery Commission
Job: Unclassified
Schedule: Full‑time
Shift: Day
Job Posting: Feb 23, 2026, 5:00:00 AM
Number of Openings: 1
Salary: 69,674. Yearly
If you have Diversity, Aff …, or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator:
Christine Mountain - 781‑849‑5592.
Potentially Eligible for a Hybrid
Work Schedule:
No
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