What are the responsibilities and job description for the Retail Operations Customer Support position at Department of Revenue?
Department Information
The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.
The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work. For more exciting information about the Department of Revenue, please enjoy this brief video!
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Description of Job
The Colorado Lottery's mission is to maximize the proceeds from Lottery game sales to support the Lottery's beneficiaries for the good of all Coloradans.
What we do:
Retail Operations provides the sale of Lottery products, claims processing, redemption of prizes, and customer service at the Pueblo, Denver, Grand Junction, and Ft. Collins Claims Counters, including providing customer service support to retailers, and sales/marketing support in the areas of coordinating retailer equipment installations/removals, ticket orders, mobile app support, and addressing consumer inquiries.
A typical day as Retail Operations Customer Support
We’re hiring a customer service oriented and highly organized individual to be part of our Retail Operations Support Team in our Lottery Division! Use your excellent customer service skills to serve Colorado residents and retailers to answer their questions and support their needs. Your cash handling experience will ensure all cash is accounted for and correctly deposited.
If you’re ready to make a difference at DOR, then this may be the job for you!
Primary Duties:
Claims Support -
- Processes claims using the Claims and Payment system, ensuring paperwork accuracy and and verifying personal information.
- Coordinate with investigators on stolen, altered, or high-tier prize tickets requiring special handling.
- Provide retail operations backup, including ticket order placement, inventory restocking and vending machine support.
- Maintain and reconcile ticket vending machine, inventory, ensuring alignment with established standards.
- Manage daily vault operations, including warrant stock requests, reimbursement checks, cash handling and bank deposits.
- Perform cash audits and reconciliations for both vending machines and counters.
- Handle daily mail room functions, including sorting, delivering, logging, and preparing outgoing mail and packages.
- Maintain records of mail and package processing for audit and performance tracking purposes.
- Manage and resolve incoming retailer requests statewide, including installations, removals, equipment issues, password resets, and shipment monitoring.
- Provide customer service and technical support for product order, billing/credits, system issues, and licensing processes.
- Coordinate with Sales Reps, Corporate Account Managers, Licensing, and Gaming System Vendors to process work orders an account changes.
- Support promotional and mobile app activities, activate promotional tickets , and assist with My Lottery account access and inquiries.
- Provide in person and phone customer service at the Pueblo Claims Center regarding games, gameplay, prize claims, ticket verification, and Lottery Mobile App issues.
- Respond to consumer inquiries via phone and email, research answers using internal resources, and assist with game rules, bonus/promotional drawing, and My Lottery account troubleshooting.
- Manage product sales, jackpot ticket creation, bonus drawing schedules, and promotional displays while maintaining documentation and performance metrics for Player and Customer service duties.
***THIS POSITION IS DESIGNATED AS IN-PERSON/ON-SITE, AND THE SELECTED EMPLOYEE WILL REGULARY WORK IN A STATE OFFICE OR FACILITY.***
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
Residency Requirement:
This posting is only open to residents of the State of Colorado at the time of submitting your application.Class Code & Classification Description: (New)
G3A4XX
ADMINISTRATIVE ASSISTANT III
MINIMUM QUALIFICATIONS:
Experience Only:
Three (3) years of relevant experience in a general clerical and/or public facing customer service role.
General Clerical work experience is typically performed by office clerks and/or administrative assistants this includes, but is not limited to tasks such as:
- Experience providing exceptional customer service in the call center and/or online; interfacing with a variety of people from many levels within the organization and community.
- Data Entry including: entering information into a program or database (appointments, contact information, customer records)
- Regular, daily work responsibilities utilizing equipment and software used in offices (E-Mail, Microsoft Office programs (Word, Excel, PowerPoint), Google Apps, etc.)
- Regular, daily work responsibilities utilizing computer systems, scanners, printers, copiers, fax machines and other technologies
- Typing professional emails, letters, reports, briefings, forms, memoranda, etc.
- Reviewing and comparing data for accuracy and completeness. Gathering specified information and compiling routine reports
OR
Education and Experience:
A combination of related education and/or relevant experience in a general clerical role and/or public facing customer service role equal to three (3) years. Appropriate education will substitute for the required experience on a year-for-year basis.
Preferred Qualifications:- State experience in a regulatory environment
- Experience providing customer service in person, on the phone, and via email.
- Excellent communication and interpersonal skills
- Proven ability to work independently and accept supervision
- Proven success in organizing and tracking workload
- Microsoft Suite (must be able to create Word and Excel documents) and Google Apps (Docs and Sheets)
- Decision-making skills
Necessary Requirements:
- Applicants must also undergo a conflict-of-interest assessment to determine compliance with the provisions of C.R.S. § 44-40-110, and must remain in compliance with C.R.S. § 44-40-110 for the duration of their employment with the Colorado Lottery.
- Applicants and immediate family members must comply with restrictions on game play.
- Applicants and immediate family members must ensure compliance with appropriate Lottery laws and rules, including conflicts of interest.
- Must be able to lift up to 20 lbs.
- This position is considered a key employee and is required to support the public when the state closes early and we are required to remain open and provide services to the public.
NOTE: If submitting a transcript, certification or other relevant materials, candidates may redact information that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution.
Conditions of Employment with the Lottery Division:
- Applicants must also undergo a conflict-of-interest assessment to determine compliance with the provisions of C.R.S. § 44-40-110, and must remain in compliance with C.R.S. § 44-40-110 for the duration of their employment with the Colorado Lottery.
- Must be willing to work occasional weekends and holidays, if needed, and be able to go on overnight travel
- Must be able to lift up to 20 lbs
- Must possess and maintain a Colorado driver's license
- Applicants and immediate family members must comply with restrictions on game play
- Applicants and immediate family members must ensure compliance with appropriate Lottery laws and rules, including conflicts of interest
Conditions of Employment with the CDOR:
Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence.
As a condition of employment with the CDOR, all personnel must file all necessary Colorado Individual Income Tax (CIIT) returns and pay tax obligations, therefore all employees must undergo a pre-employment evaluation of their tax records/accounts to ensure compliance with this policy. Final candidates must also complete a successful background investigation and reference check prior to appointment. Certain positions based on duties may require scheduled background investigations.
Pursuant to the Universal Driving Standards Policy (Download PDF reader), any worker who will be expected to drive a State-owned vehicle is responsible for maintaining a safe driving record and a valid driver license prior to driving any State-owned vehicle.
To be compliant with the new fleet vehicle policy, Motor Vehicle Records (MVRs) will be pulled for review for workers who:
- Have an assigned State fleet vehicle
- Are required to operate a vehicle as part of the position
- Utilize a State fleet vehicle as a pool vehicle
Minimum Qualification Screening
A Human Resources Analyst will only review the work experience/job duties sections of the online job application, to determine whether you meet the minimum qualifications for the position for which you are applying. Only complete applications submitted before the closing date of this announcement will be reviewed.
- Applicants must meet the minimum qualifications to continue in the selection process for this position. Do not use "see resume" or "see attached" statements on your application.
- Cover letters and resumes will not be accepted in lieu of the official State of Colorado online application. Part-time work experience will be prorated.
- List your employment history starting with the most recent job, including part-time, temporary, and volunteer jobs. If more than one job was held with a given organization, list each job held as a separate period of employment.
- Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.
- The eligible list established from this posting may be used to fill additional vacancies.
Email Address:
All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.APPEAL RIGHTS
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
Supplemental Information
Equity, Diversity, and Inclusion Compliance
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Team at dor_ohr@state.co.us
We are committed to building work environments that are inclusive and reflect our communities and the diverse talents of all people. We strongly encourage candidates from all backgrounds and abilities to apply.
If not applying online, submit application to:
If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (Download PDF reader)(Download PDF reader). Paper applications must be received via email to DOR_talentacquisition@state.co.us by the closing date and time of the application period listed on this announcement.
Methods of Appointment:
Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
Step Pay Program:
Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.