Retail Services Operations Specialist
6 days ago
At Georgia Lottery Corporation, we're committed to changing lives through prize payouts and educational opportunities.
Job Summary:The Retail Services Coordinator plays a critical role in providing exceptional customer service to GLC Retailers, COAM Licensees, internal customers, and vendor partners on Georgia Lottery products and programs.
- This position requires effective communication, technical skills, and problem-solving abilities to navigate multiple computer applications, track calls, research financial requests, troubleshoot technical issues, and perform other duties assigned by the Retailer Services Manager.
- Serve as a liaison between Retailers, COAM Licensees, GLC staff, and vendors to ensure seamless communication and issue resolution.
- Maintain in-depth knowledge of GLC/Intralot equipment, gaming systems, and their reporting functions to provide expert support.
- Research and process Retailer requests for monetary adjustments in a timely and accurate manner.
- Monitor retailer/licensee issues and reports, working collaboratively with GLC/COAM staff and vendors to resolve problems efficiently.
- Prepare individual status reports, memos, and correspondence, maintaining and updating files and logs according to prescribed methods.
- Provide guidance on terminal operation report generation, game rules, settlement procedures, requests for adjustments, and GLC/COAM policy and procedures to Retailers and Licensees.
- Assist the Retailer Services Manager in preparing and updating training manuals to ensure consistency and accuracy.
- Stay up-to-date on gaming systems-related software enhancements and policy/procedure changes affecting Retailers and Licensees.
- Respond promptly to inquiries, complaints, and requests for information from citizens, employees, department heads, GLC vendors, and partners via telephone, in-person, or mail.
- A High School Diploma or equivalent is required; a Bachelor's Degree in Business or Accounting is preferred.
- Excellent verbal and written communication skills are essential for success in this role.
- Organizational skills, experience with Microsoft Office products, and three years of call center/customer service or related experience are necessary.
- Friendly work environment
- Competitive salary: $45,000 - $60,000 per year (based on location and experience)
- Comprehensive benefits package, including 401(k) with company contribution
- Business casual workplace
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