Customer Support Specialist for Retail Services

2 weeks ago


Nashville, Tennessee, United States Tnlottery Full time

Position Overview

The primary objective of this role is to deliver comprehensive customer support to retailers and internal stakeholders regarding the TEL gaming systems. This position entails various responsibilities, including operating computer systems, investigating and processing inquiries, overseeing reports, and executing additional tasks as delegated by the Vice President of Retailer Sales and Distribution.

Job Details

Location: Nashville

Employment Type: Full Time

Required Qualifications

A High School Diploma (or GED) is mandatory, while a Bachelor's Degree in Business Administration or Accounting is preferred.

Experience Requirements

Candidates should possess a minimum of three years of customer service or related experience, or an equivalent combination of education, training, and experience that equips them with the necessary knowledge, skills, and abilities for this role. Proficiency in Microsoft Word and Excel is essential.

Exceptional customer service abilities and strong verbal communication skills are required.

Compensation

The salary range for this position is between $29,000 and $43,500, commensurate with experience.

Key Responsibilities

The following tasks are typical for this position and should not be interpreted as exhaustive:

  • Act as a liaison between retailers, TEL personnel, and vendors.
  • Maintain an in-depth understanding of TEL gaming systems and the operation of online lottery terminals.
  • Investigate and process retailer requests for financial adjustments.
  • Continuously monitor retailer issues and reports, collaborating with TEL staff and vendors to achieve resolutions.
  • Review retailer discrepancy reports and provide management with recommendations for corrective measures.
  • Prepare individual status reports, memos, and correspondence, while maintaining and updating files and logs according to established protocols.
  • Offer guidance and training to retailers on terminal operations, report generation, game rules, settlement procedures, and TEL policies.
  • Assist management in the development and revision of training manuals.
  • Stay informed about software enhancements related to gaming systems and any changes in policies or procedures affecting retailers.
  • Address inquiries, complaints, and requests for information from various stakeholders.
  • May serve as a backup for Player Services.

Application Disclaimer

Under state law, individuals with certain convictions may be disqualified from employment with the Tennessee Education Lottery Corporation. This includes felony convictions and specific misdemeanors related to gambling, theft, and dishonesty. The TEL also prohibits employment of individuals related to a retailer under contract with the TEL.

The TEL is committed to maintaining a drug-free workplace, and employment offers are contingent upon successful completion of a drug test and background investigation conducted at no cost to the candidate.



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