Customer Service Representative – Massachusetts State Lottery Commission
Position Description:
JOB SUMMARY
The Customer Service Representative’s (“CSR”) role is to deliver top-quality customer service to the Massachusetts State Lottery Commission’s (MSLC)’s customers and agents through all available modes of communication including but not limited to; email, mail, phone, internet, live chat, and in-person. The CSR is responsible for processing claims, issuing prize payments, operating MSLC terminals, selling tickets for all games, managing claim center instant ticket inventory and supplies, and reconciling sales daily.
ESSENTIAL FUNCTIONS
Process customer claims for winning tickets of all games and generate prize payments by following MSLC Standard Claims Guidelines
Sell tickets for all Lottery games
Provide information and sales about new and existing Lottery games and promotions to our customers and agents
Assist customers and agents with questions, problems, and any other Lottery related needs by working closely with other departments, ensuring that all inquiries receive complete attention, thorough follow-up, and resolution
Ensure the claims lobby area is neat, organized, and stocked at all times to accomplish the goals of the claims department
Run and participate in promotions in the claim centers that promote and sell Lottery products
Answer phone calls and staff department specific queues daily in a professional and timely manner
Respond to customer and agent inquiries using all available modes of communication
Responsible for reconciling sales daily
Timely notify managers and supervisors of any issues, concerns, or service failures with any MSLC products, equipment, systems, or locations
Remain current on all new developments and procedures regarding department and company protocols and products
Work both independently and collaboratively in a dynamic environment
Exercise a code of confidentiality with regard to all customers and claims
Perform related customer service duties as assigned
[Full-Time (Salaried)] Salary Range: 68308.48-68308.48
Schedule Requirements:
1st shift
Minimum Requirements:
PREFERRED QUALIFICATIONS
Must be customer service oriented
Ability to work independently and as a team member in a fast-paced environment
Ability to interact and create a good rapport with the general public and work colleagues
Strong verbal, interpersonal, and written communication skills
Knowledge of all games and the general operation and functions of the Lottery
Excellent attendance and punctuality
Strong problem-solving skills
Flexibility to adjust work scheduling as needed
Proficiency in Microsoft Office Suite and experience utilizing computer applications, databases, and software
SALARY RANGE INFORMATION
For external applicants who are not current employees of the Massachusetts State Lottery Commission (MSLC), the non-negotiable starting salary for this position is $68,308.48 (Job Grade 20/Step 1).
For current MSLC union employees, the starting salary for this position will be calculated using union promotional rules.
The Massachusetts State Lottery Commission is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.
Level of English Required: Intermediate
How to Apply:
All applicants must apply via MassCareers by 11:59pm on October 30th, 2025.