Customer Service Representative I

Job Description

Job Description

LOCATION: Phoenix (4740 E University Dr, Phoenix, AZ 85034)

SCHEDULE: Monday - Saturday (7:00 AM to 5:00 PM)

Pollard Banknote is seeking highly driven, customer focused Customer Service Representatives to work on the Arizona Lottery Account.

Phoenix: 4740 E University Dr, Phoenix, AZ 85034

Under the direction of the Customer Service Manager, the Customer Service Representative will perform a variety of tasks. This position will interact with customers via telephone, in person, and through correspondence, by providing game information, policies and procedures, and rules and regulations. The incumbent will perform research and resolve various customer problems and complaints.

What You'll Do

• Interact in-person with customers by selling and redeeming tickets, answering questions, providing materials, and explaining processes and games
• Handle phone inquiries including providing winning numbers, explaining games, mailing requested materials, transfer calls to other depts.
• Handle cash transactions and balancing; Prepare bank deposits; Perform daily bank reconciliations, fiscal transactions, and reconciliation reports
• Prepare a variety of written correspondence
• Perform data entry
• Operate a computer, ticket terminals, calculator, and various office equipment.
• Other duties as assigned.

What You'll Bring

• High School Diploma or GED.
• Minimum two (2) years' experience in a customer service environment.
• Prior experience handling cash transactions is required.
• Knowledge of lottery games and products.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Demonstrated experience working with confidential information.
• Demonstrated troubleshooting and problem-solving experience.
• Microsoft office/ data entry experience required.
• Basic mathematical skills required.
• Knowledge of State and Lottery laws, rules, regulations and agency policies and procedures are an asset.
• Ability to speak Spanish is considered a strong asset.
• Able to sit, stand, end, stretch at a minimum of 50% of the time.
• Troubleshooting abilities.
• Effective in time management.
• Ability to objectively review information pertinent to position.
• Demonstrated strong written and verbal communication skills.
• Ability to handle multiple tasks in an organized manner within a fast-paced environment.
• Ability to apply strong attention to detail and produce work with accuracy.
• Ability to work independently and self‐direct work, and in a team-oriented environment.
• Aptitude to learn new computer software.
• Ability to prioritize workflow, maintain schedules and follow up to meet deadlines.
• Ability to work well in a diverse environment.
• We are unable to sponsor or transfer visas.

Who You Are

• A strong leader with relationship building skills.
• Experienced in structuring, building, and growing high-performing and engaged teams.
• High energy, with the ability to successfully own, manage and execute multiple competing priorities.
• A strategic problem-solver with a willingness to challenge the status quo.
• Works well under pressure, effectively, and efficiently.

What We Offer

Pollard Banknote offers a challenging and team-oriented environment, competitive compensation, comprehensive health, vision, and dental benefits, life insurance, paid vacation and personal time, 401k retirement savings, and opportunities for professional development.

Pollard (U.S.) Ltd. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted.

Employment is contingent upon a satisfactory response from a Criminal Record Search, Drug Screening, Driving Record, Credit Check and any other applicable pre-employment requirements.