Customer Support Representative - Customer Service Specialist Intermediate

Customer Support RepresentativeJob Class: Customer Service Specialist IntermediateAgency: Minnesota State LotteryJob ID: 94021Location: RosevilleTelework Eligible: NoFull/Part Time: Full-TimeRegular/Temporary: UnlimitedWho May Apply: Open to all qualified job seekersClosing Date: 05/12/2026Hiring Agency/Seniority Unit: Minnesota State Lottery/Lottery-AFSCMEDivision/Unit: Minnesota State Lottery/Games ControlWork Shift/Work Hours: Day Shift /8:00am - 4:30pmDays of Work: Monday - FridayTravel Required: NoSalary Range: $20.76 - $27.53 / hourly; $43,346 - $57,482 / annuallyClassified Status: ClassifiedBargaining Unit/Union: 206 - Clerical/AFSCMEWork Area: Roseville Lottery OfficeFLSA Status: NonexemptDesignated in Connect 700 Program for Applicants with Disabilities: YesThe work you'll do is more than just a job.At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.The Lottery Claim Clerk's main responsibilities are to redeem Lottery tickets from the main headquarters located in Roseville. They will also process winning ticket claims from $600 up to $50,000. This includes providing professional, accurate, timely customer service and instruction to players, the general public, retailers, and other Lottery staff in person or over the phone for all Lottery products, promotions, and website usage. This position also provides account management and retail relations for retailers related to the Scratch/Lotto ticket activities. The role includes providing Scratch/Lotto ticket accounting, balancing and reconciliation information, monitoring ticket inventories, and providing ticket validation and payment services for mail-in claims.This position also provides retailers with recommended account techniques for account balancing/reconciliation and monitoring and negotiations of ticket inventories as well as providing ticket and payment services. The clerks in this position must accurately write incident reports documenting potential fraud and theft involving lottery tickets, games, promotions, and retailers.This position is required to occasionally work off-site at limited seasonal Lottery special events, selling, promoting, and marketing all lottery products and promotions. This could occasionally require working on weekends/evenings.The Minnesota Lottery is a state agency that generates over $600M in annual sales, delivering over $120M in profits back to Minnesota's General Fund and the Environmental, Natural Resources, Game, and Fish Funds. If you are interested in bringing enthusiasm and a good work ethic, consider joining the Lottery team.Minimum QualificationsKnowledge of Data entry procedures and systems, such as Microsoft Office or similar data entry systems.Skills in calculating, reviewing, and reconciling, financial data and balancing accounts.Knowledge of specialized terminology related to bookkeeping to review transactions and maintain accurate and complete financial records.Ability to interpret and explain program information to customers, clients, and coworkers, such as policy, procedures, eligibility requirements, and payment methods.Ability to engage with clients, coworkers, and customers, when handling difficult or complex problems.Customer service skills are sufficient to provide prompt, courteous and accurate information to customers in person, on the phone, and through e-mail or other written correspondence.Preferred QualificationsExperience in a retail, sales, or lottery environment, particularly involving scratch/online gaming products or account management.Knowledge of marketing and sales techniques used when interacting with customers and retailersExperience in inventory management, reconciliation, or balancing in a customer or retail setting.Experience preparing security or investigative-style reports, or work requiring accuracy and detailed written documentation.Experience coordinating with cross-functional teams, such as accounting, contracting, warehouse, marketing, or sales departments.Physical RequirementsThis position requires occasionally transporting such articles as file boxes or boxes of heavier material (50 lb. limit). This position additionally requires moving or maintaining a stationary position for extended periods of time.Additional RequirementsThis position requires successful completion of the following:The Minnesota State Lottery will conduct a criminal background check and fingerprint check at the time of job offer for all prospective new employees. The Minnesota State Lottery cannot hire any person who's been convicted of a felony or a crime involving fraud or misrepresentation within five years of employment or who's ever been convicted of a gambling-related offense.In addition, the Minnesota State Lottery will perform the following background checks:Employment Reference Checks (includes review of personnel file for current and former State of Minnesota employees)SEMA4 Records Check (for current and former State of Minnesota employees)AN EQUAL OPPORTUNITY EMPLOYERMinnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us. Please indicate what assistance is needed.