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Player Services Representative Req: 7232014532231011445
Company: TLC Post Date: 7/23/2014
Posting Expires @ 11:59 p.m. 7/31/2014
Location: Nashville Position Type: Full Time
Position Description:

The primary purpose for this position is to provide accurate, courteous and thorough responses to player questions and concerns regarding Tennessee Education Lottery Corporation (TEL) products and games.

 

Required Education:

High School Diploma or (GED) required

Required Experience:

Proficiency with basic computer software required

 

Customer service or telemarketing experience preferred

 

General computer skills

Salary Range: $22,000 - $32,000 Based on Experience
Responsibilities:

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.

 

¨       Operate telecommunications equipment and computer systems to respond efficiently and appropriately to all inquiries from players

o    Responds to player questions, complaints and requests for information made by telephone, email or mail regarding games, winning numbers, prize amounts, winner claims, second chance drawings, player website activities and issues experienced with lottery retailers

o    Retrieves statistical information from TEL websites, computer programs and related equipment in order to provide specialized information to players and/or TEL department management and appropriate staff

o    Promotes the products and integrity of the TEL to players

 

¨       Accurately enters all inquiries and follow-up updates in TEL inquiry tracking systems following prescribed methods

o    Prepares, maintains and updates inquiry logs following prescribed methods

o    Ongoing contact with player if necessary until issue is resolved

o    Coordinates needed follow-up with appropriate TEL staff

 

¨       Ensures department management and/or appropriate staff are current regarding specific issues with any lottery games or player website activity issues

o    Researches player complaints and problems to determine best course of action

o    Analyzes questions and feedback from players  and reports any relevant trends regarding games, product changes or player website activity issues to department management and/or other appropriate staff

o    Upon request, attends relevant staff meetings to communicate specific player issues

 

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