Customer Service Rep V
Location: Remote in Massachusetts - Candidates MUST live in the state of Massachusetts
Schedule: Monday-Friday & Occasional Weekends
Position Summary:
The Retail Innovation Specialist (RIS) is responsible for providing a full array of marketing support and customer service for the Massachusetts State Lottery Commission. The RIS will be responsible for the route managed vending program and providing on site ambassador service in participating route managed vending program retailers. This position will triage problems over the telephone and travel to participating route managed vending program lottery retailer sites. This position reports to A Manager. The person will work with the customer to provide an enhanced and a more productive Retailer and player network through the route managed vending program. This will be accomplished through professional training, assisting Retailers with accounting of instant tickets sales made via the PCTHD. The RIS will also assist in monitoring stock levels and working with the retailer to activate and load PCTHD and upgrading the display graphics as required, along with acting as an ambassador to represent the Lottery and engage potential player and demonstrate how to use the PCTHD.
Responsibilities/Essential Functions
- Visit assigned Retailers in territories to help increase Lottery sales through utilization of developed marketing techniques.
- Provide initial training for all new retailer locations and players at lottery retailer location.
- Support retailer terminal installations.
- Provide certification assistance to lottery personnel.
- Provide training program feedback.
- Provide training assistance to other SGI RIS.
- Provide feedback on all field related issues and tasks.
- Provide liaison services to lottery Area Offices and key lottery personnel.
- Support technical services to lottery retailers up to and including installation of lottery equipment.
- Escalate technical assistance to SGI facilities.
- Escalate preventative maintenance to self-service terminals at lottery retailers.
- Ensure a sufficient stock of consumables (ie playslips, training materials etc) to lottery retailers.
- Regularly activate and load instant tickets to self-service lottery terminals
- Maintain a driving record in accordance with corporate policy.
- Properly maintain a company vehicle including regular maintenance and general organization if applicable.
- Provide assistance to the Retailer network by being the field point of contact for assisting in the resolution of player credits and associated accounting related issues regarding on-line and instant game sales. .
- Interact with the lottery regional managers, district sales managers and sales reps on a daily, weekly and monthly basis as appropriate to build and foster a close, collaborative business relationship.
Position Requirements/Skills & Abilities
- An Associate's Degree in related field or equivalent experience.
- Must have strong communication, group presentation and interpersonal skills.
- Ability to convey thoughts, ideas and training materials to all participants.
- Bilingual in Spanish is a plus.
- Excellent customer service skills.
- Ability to develop and maintain positive working relationships.
- Ability to lift and move up to 30 lbs.
- Ability to climb onto or off a ladder.
- Intermediate computer software and hardware technologies.
- Proficiency with MS Office products.
- Ability to compile and analyze statistical information.
- Ability to quickly learn and understand new technologies.
- Travel will be a requirement for this position and may include overnight trips.
Job Type: Full-time
Pay: From $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you live in the state of Massachusetts? Must live in Massachusetts to be considered for this position
Work Location: Remote