*JOB SUMMARY* The Customer Service Representative’s (“CSR”)’s role is to deliver top-quality customer service to the Massachusetts State Lottery Commission’s (MSLC)’s 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. *ESSENTIAL FUNCTIONS* * Process customer claims for winning tickets of all games and generate prize payments by following MSLC Standard Claims Guidelines. * Sell tickets for all lottery games. * Provide information and sales about new and existing lottery games and promotions to our customers and agents. * Assist customers and agents with questions, problems, and any other lottery related needs by working closely with other departments, ensuring that all inquiries receive complete attention, thorough follow-up, and resolution. * Ensure the claims lobby area is neat, organized, and stocked at all times to accomplish the goals of the claims department. * Run and participate in promotions in the claim centers that promote and sell lottery products. * Answer phone calls and staff department specific queues daily in a professional and timely manner. * Respond to customer and agent inquiries using all available modes of communication. * Responsible for reconciling sales daily. * Timely notify managers and supervisors of any issues, concerns, or service failures with any MSLC products, equipment, systems, or locations. * Remain current on all new developments and procedures regarding department and company protocols and products. * Work both independently and collaboratively in a dynamic environment. * Exercise a code of confidentiality with regard to all customers and claims. * Perform related customer service duties as assigned. /*The schedule for this position is Monday - Friday, 8:30am-4:45pm and is 100% in-person.*/ *PREFERRED QUALIFICATIONS* * Must be customer service oriented. * Ability to work independently and as a team member in a fast-paced environment. * Ability to interact and create a good rapport with the general public and work colleagues. * Strong verbal, interpersonal, and written communications skills. * Knowledge of all games and the 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 utilizing computer applications, databases, and software. * Bilingual is a plus. **Job:** **Unclassified* **Organization:** **State Lottery Commission* **Title:** *Customer Service Representative* **Location:** *Massachusetts-Braintree - 1515 Washington St* **Requisition ID:** *240009UL*