Customer Service Representative

Job Description

JOB SUMMARY

The Customer Service Representative's ("CSR") 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

Qualifications

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 communication 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

SALARY RANGE INFORMATION

For external applicants who are not current employees of the Massachusetts State Lottery Commission (MSLC), the non-negotiable starting salary for this position is $68,308.48 (Job Grade 20/Step 1).

For current MSLC union employees, the starting salary for this position will be calculated using union promotional rules.

The Massachusetts State Lottery Commission is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.

Client-provided location(s): Boston, MA

Job ID: Commonwealth_of_Massachusetts-250007AA

Employment Type: FULL_TIME

Posted: 2025-10-17T18:34:38