Customer Service Manager/CRM Contract Manager

State of Ohio • Cleveland, OH

3d • Onsite

About The Position

The Ohio Lottery Commission is an exciting organization offering career opportunities across many different business functions. For more than 50 years, the Ohio Lottery has been building an amazing organization committed to growth and giving back – and having fun while doing it. Our mission is: Supporting education by offering entertaining gaming experiences. Our vision is: Investing in Ohio’s students and communities through gaming innovation. We are looking for smart, passionate and creative people to join our team and help us achieve our mission. We embrace challenge, foster an inclusive culture, and value integrity, innovation and winning. This position is exempt (ineligible for overtime) from the Fair Labor Standards Act. The applicant is required to provide details of minimum qualifications on the application form. Failure to do so will prohibit consideration of the applicant. If an interview is offered, supporting documentation/paperwork (e.g., college transcripts, DD Form 214 for veterans, copy of pertinent license or certifications, etc.) will be required at the time of the interview. New hires agree to participate in the State of Ohio Direct Deposit of Paycheck Program per Section 124.151(B) of the Ohio Revised Code. Internal and external applicants please submit ADM-4268 (Civil Service Application) to the Ohio Lottery, Office of Human Resources, no later than 11:59PM of the posting deadline date listed. Applications received after 11:59PM on the designated deadline date will not be considered. Applications must be submitted online at http://careers.ohio.gov/. Paper applications will not be accepted or considered. All questions concerning employment opportunities with the Ohio Lottery should be directed to the Ohio Lottery, Office of Human Resources at [email protected]. You may also call the TDD number at 1-800-750-0750 (toll free). The Ohio Lottery does not discriminate on the basis of race, religion, color, sexual orientation, national origin, ancestry, age, sex, gender identity or expression, mental or physical disability, genetic information, veteran status and/or military status in employment or the provision of services. NOTE: Those who are contacted for an interview should inform the Ohio Lottery Office of Human Resources as soon as possible if, as a result of a disability, they will need an accommodation to participate in any phase of the interview process. Such notice will not affect your eligibility to apply for this position. BACKGROUND INFORMATION CONVICTION OF A FELONY, OR A MISDEMEANOR OF THE FIRST, SECOND OR THIRD DEGREE, WHICH INVOLVED GAMBLING, FRAUD OR MISREPRESENTATION, THEFT, OR ANY CRIME OF MORAL TURPITUDE, PROHIBITS AN APPLICANT FROM BEING SELECTED FOR THIS POSITION, AS LONG AS THE RECORD OF THE CONVICTION HAS NOT ALREADY BEEN SEALED. ORC 3770.021 EMPLOYMENT CONTINGENT UPON SUCCESSFUL COMPLETION OF A CRIMINAL BACKGROUND CHECK AS REQUIRED BY SECTION 3770.02(D) OF THE OHIO REVISED CODE. You are required to submit your resume as an attachment with your online employment application.

Requirements

• 5 years training or 5 years experience in business administration, management or public administration. -Or completion of undergraduate core program in business administration, management or public administration; 36 months training or 36 months experience in supervisory, administrative &/or managerial position. -Or completion of undergraduate core program for academic field of study commensurate with program area to be assigned per approved Position Description on File; 36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position involving planning, research &/or policy/procedure development. -Or 1 year experience as Program Administrator 2, 63123. -Or equivalent of Minimum Class Qualifications For Employment noted above.
• Program Management
• Computer Literacy
• Customer Service
• Management
• Customer Focus
• Leading Others
• Responsiveness
• Resume as an attachment with your online employment application.
• Verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Provide details of minimum qualifications on the application form.
• Submit ADM-4268 (Civil Service Application) to the Ohio Lottery, Office of Human Resources, no later than 11:59PM of the posting deadline date listed.
• Applications must be submitted online at http://careers.ohio.gov/.
• Employment contingent upon successful completion of a criminal background check as required by Section 3770.02(D) of the Ohio Revised Code.

Responsibilities

• Manages the daily operations of the Customer Service Center ensuring efficient, professional and consistent customer service.
• Supervises Customer Service Center staff.
• Plans, directs, and manages work assignments and work progress.
• Provides direction, evaluates staff, identifies staff training needs, coaches and trains staff.
• Develops and maintains Customer Service Center procedures and processes to improve customer service, productivity, response times and overall effectiveness.
• Ensures customer service provided complies with Ohio Lottery Commission Customer Service Standards.
• Monitors Customer Service Center performance and operational metrics, identifying trends, service issues and opportunities for improvement.
• Serves as the agency Customer Relationship Management system (CRM) subject matter expert.
• Analyzes and evaluates CRM functionality and business processes and recommends improvements to enhance customer service, employee efficiency, reporting and system utilization.
• Participates in strategic planning and process improvement initiatives involving the Customer Service Center and CRM.
• Serves as CRM System Contract Manager.
• Manages the CRM system contract.
• Enforces all components of contract.
• Develops contract monitoring plans.
• Establishes vendor performance measures and requirements.
• Ensures vendor is meeting service level agreements.
• Holds vendor accountable and ensures vendor performs according to expectations.
• Ensures compliance with contractual requirements and deliverables.
• Monitors vendor performance and contractual obligations including service levels, system availability, issue resolution, project milestones and deliverables.
• Demonstrates deep understanding of and remains up-to-date with contract.
• Serves as primary agency liaison to CRM system vendor for entire agency.
• Coordinates the identification, documentation and resolution of vendor and CRM-related issues and escalates critical issues to senior leadership and vendor representatives when necessary.
• Coordinates communications with vendor.
• Facilitates ongoing business needs with vendor.
• Collaborates with vendor and agency stakeholders to coordinate CRM system enhancements, upgrades, configuration changes and implementation of new functionality.
• Participates in user acceptance testing.
• Serves as CRM liaison to agency users, Regional Sales Offices and other Ohio Lottery Offices.
• Ensures proper CRM implementation and usage by users.
• Facilitates communications between CRM vendor, Customer Service Center, IT staff and other Ohio Lottery Offices to ensure system functionally aligns with operational needs.
• Answers questions and resolves issues.
• Trains users.
• Performs other duties and works on special projects as directed.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree