Player Services Specialist

Oregon Lottery • Wilsonville, OR

1d • Onsite

About The Position

The Oregon Lottery is seeking a Player Services Specialist to join its Player Services Team at the Wilsonville headquarters. This role involves providing complex customer service to lottery players, assisting both in-person and mail-in customers with winning lottery tickets, and resolving ticket and payment issues. The specialist will handle technical payment and ticket problems, notify winners of prize processing delays, and collaborate with the Department of Human Services and Child Support Department to resolve payment issues. The Oregon Lottery is a leader in the gaming industry and contributes revenue to Oregon's schools, economic development, state parks, watershed restoration, veteran's programs, and outdoor schools. Fluency in Spanish is required for this position.

Requirements

• Associate's Degree and three (3) years of experience in high-volume customer service handling escalated or complex customer problems; OR
• Five (5) years of experience in in high-volume customer service handling escalated or complex customer problems.
• Fluency in Spanish is required.

Responsibilities

• Apply Lottery Management Core Values and Expectations in performing daily activities.
• Ensure conduct embodies the principles of fairness, integrity, security, and honesty.
• Support and integrate into your work the Lottery's commitment to: responsible gambling; diversity, equity, and inclusion; a culture of safety Rules, laws and processes.
• Provide customer service ensuring that prompt and efficient service is provided.
• Perform work as a Lottery Retailer and store providing Lottery Game Sales and redemption and premium item sales.
• Provide player support, explain Lottery and game rules and Prize payment options.
• Complete Department of Justice and Department of Human Services court orders received for agency debt setoffs.
• Maintain confidential information.
• Prepare IRS and tax related forms.
• Maintain department archiving and records retention requirements.
• Provide research for Problem Ticket resolution.
• Help train new team members.
• Assist Winner Awareness Coordinator with winner experience.

Benefits

• Work/life balance
• Vacation Leave: 10 hours per month, with increased accruals every 5 years
• Sick Leave: 8 hours per month
• Personal Business Leave: 24 hours per year
• 11 Holidays per year
• Comprehensive medical, dental, vision, and prescription benefits with low monthly premiums
• Life insurance, short-term and long-term disability, accidental death, long-term care, and pre-tax flexible spending accounts
• Public Employees Retirement System (PERS) - retirement program includes defined benefit (pension) and defined contribution (retirement savings)
• Oregon Savings Growth Plan 457(b) deferred compensation plan that provides additional savings for retirement: post tax, pre-tax options available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees