Retailer Services Coordinator

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• Parental leave
• Training & development
• Vision insurance
• Wellness resources
• 401(k) matching
• Dental insurance
• Tuition assistance

Georgia Lottery is a recognized leader and innovator in the lottery industry and we significantly change the lives of our customers through prize payouts. We also provide educational opportunities for Hope Scholarship recipients, Pre-Kindergarten programs and technical upgrades for classrooms.

JOB SUMMARY
The purpose of this position is to provide exemplary customer service to GLC Retailers, COAM Licensees, internal customers and vendor partners on Georgia Lottery products and programs. Duties include, but are not limited to: Navigating multiple computer applications with accuracy, tracking and documentation of calls, researching and processing financial requests, troubleshooting technical issues and other duties and tasks assigned by Retailer Services Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Duties include, but are not limited to:

• Serves as a liaison between Retailers, COAM licensees, GLC staff and vendors.
• Maintains thorough knowledge of GLC/Intralot equipment, gaming systems and their reporting functions.
• Researches and processes Retailer requests for monetary adjustments.
• Continuously monitors various retailer/licensee issues and reports, and works with GLC/COAM staff and vendors through to resolution.
• Monitors retailer/licensee discrepancy reports and escalates to management for corrective action.
• Prepares individual status reports, memos and correspondence, maintains and updates files and logs following prescribed methods.
• Provides assistance and instruction on terminal operation report generation, game rules, and settlement procedures, requests for adjustments and GLC/COAM policy and procedures.
• Assists the Retailer Services Manager in preparing and updating training manuals.
• Continually stays abreast of all gaming systems related software enhancements as well as policy/procedures changes as they pertain to the retailers and licensees.
• Responds to question complaints and request for information by telephone, in person or by mail from citizens, employees, department heads, GLC vendors partners, etc.

POSITION REQUIREMENTS:

• High School Diploma/ GED is required.
• Bachelors Degree in Business or Accounting is preferred.
• Excellent verbal and written communication skills.
• Organizational skills.
• Experience with Microsoft office products.
• Three (3 ) years of call center / customer service or related experience.
• Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Benefits

• Family friendly atmosphere
• Fun environment
• Competitive pay
• Excellent benefits package
• 401k with company contribution
• Business casual workplace