Call Center Customer Service Representative

Position Purpose:

The primary purpose for this position is to perform telephone sales and related data entry work involved in the initial and on-going sales of lottery games and products.

Base salary $15.39 - $18.02 PLUS COMMISSION

Major Tasks, Responsibilities and Key Accountabilities:

The following duties are normal for this job and should not be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Telephones daily retailer account list to monitor inventory and sales of instant tickets
• Motivates assigned retailers to maximize their sales
• Ensures proper distribution and delivery of tickets to assigned retailers
• Maintains daily records of telephone calls made, tickets sold, and account changes and corrections
• Establishes and maintains good working relationships with retailers and sales representatives
• Maximizes instant ticket sales to meet individual and departmental goals
• Assists in researching information for decisions affecting the retailer network and/or player base
• Answers questions, analyzes and troubleshoots problems for retailers
• Provides updates to retailers regarding policy changes, promotional events and other information
• Balances daily sales route with high volume inbound calls
• Responds to questions, complaints and requests for information by email, telephone, in person or by mail from retailers, players, employees, etc.
• Prepares, maintains and updates files and logs following prescribed methods

Education and/or Experience:

High School Diploma (or GED) required. Associate’s Degree in Business Administration or Marketing preferred.

One to two years of telephone sales, customer service and data entry experience, good organizational skills, verbal and written communication skills and interpersonal skills required. Experience in operating telecommunications equipment knowledge of Microsoft Office suite (Excel and Word) preferred. Qualifications may include any equivalent combination of skills, training and experience that provides the requisite knowledge, skills and abilities for this position.

Other Qualifications:

Must have excellent customer service skills, as well as good oral communication skills.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; demonstrate dexterity, handle or feel; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 50 pounds.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this position.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. The noise level in the office is usually moderate.

The Tennessee Education Lottery Corporation is a Drug Free Workplace and an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the TEL may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Human Resources Management staff.

Pay: $15.39 - $18.02 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person