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Retail Services Coordinator

2 months 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 TEL's gaming systems. This position requires a strong commitment to customer service and operational excellence.

Key Responsibilities

  • Act as a liaison between retailers, TEL personnel, and vendors.
  • Maintain an in-depth understanding of TEL's gaming systems and ensure proficient operation of online lottery terminals.
  • Investigate and process retailer requests for financial adjustments.
  • Continuously monitor retailer issues and collaborate with TEL staff and vendors to achieve resolutions.
  • Review discrepancy reports from retailers and propose corrective actions to management.
  • Prepare detailed status reports, memos, and correspondence while maintaining organized files and logs.
  • Provide guidance and training to retailers on terminal operations, game rules, settlement procedures, and TEL policies.
  • Assist management in developing and updating training materials.
  • Stay informed about software enhancements and policy changes related to gaming systems.
  • Respond to inquiries and complaints from various stakeholders through multiple communication channels.
  • May serve as a backup for Player Services as needed.

Qualifications

Education: A High School Diploma (or GED) is required; a Bachelor's Degree in Business Administration or Accounting is preferred.

Experience: A minimum of three years in customer service or a related field is required, or an equivalent combination of education and experience that provides the necessary knowledge and skills. Proficiency in Microsoft Word and Excel is essential.

Skills: Exceptional customer service abilities and strong verbal communication skills are crucial for success in this role.

Salary Range: Compensation will be based on experience, ranging from $29,000 to $43,500.

Application Note: Candidates with certain criminal convictions may be disqualified from employment in accordance with state law. The TEL maintains a drug-free workplace and conducts background checks and drug tests as part of the hiring process.