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Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00046453 You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section

About the Texas Lottery Commission Our Mission Statement: The Texas Lottery is committed to generating revenue for the State of Texas through the responsible management and sale of entertaining lottery products. The Texas Lottery will incorporate the highest standard of security, integrity, and responsible gaming principles, set and achieve challenging goals, provide quality customer service and utilize a team approach. Texas Lottery Commission is a great place to work! Our headquarters is located on the new Texas Capital Mall in the George H.W. Bush Building directly across from the Bob Bullock Museum and across from the University of Texas. We have multiple field offices across the state. We provide free parking for all our employees. We offer competitive compensation, including merit increases for outstanding performance; longevity payments after two years; opportunities for hybrid work from home for qualifying positions; generous paid leave; health insurance; dental and vision insurance; numerous state and federal holidays; tuition assistance; state employee discounts; 401(k) and 457 and a cash balance pension for employees entering state service after September 1, 2022. Job Summary: Performs routine (journey-level) accounts examination and customer service work. Performs duties of customer service representative for the Texas Lottery Commission via telephone, email, correspondence, fax, and in person. Responds to inquiries and provides assistance to players, licensees, applicants, field personnel, and the general public. Performs analysis of Lottery retailer license applications and documentation to determine if qualifications set forth by the State Lottery Act, Rules, and Policies have been met and to ensure legal compliance. Furnishes applicants, licensees, and field personnel with information and interpretation regarding the State Lottery Act, Lottery Commission Rules and Policies, and the license application process. Prepares, edits, and processes correspondence. Maintains and updates automated systems. Performs administrative functions. Works under moderate supervision with limited latitude for the use of initiative and independent judgment. This position reports to the Retailer Services Supervisor in the Lottery Operations Division. Qualifications: Graduation from a standard senior high school or GED equivalent is required. (Graduation from an accredited four-year college or university is preferred.) Two years customer service experience dealing with the public, including responding in writing to customer correspondence and/or email is required. (Thirty (30) semester hours of college credit may be substituted for experience on a year-for-year basis.) Experience with personal computers, including experience with word processing software is required. Experience with spreadsheet or database software is preferred. Fluency in Spanish (oral and written) is preferred. A writing exercise may be administered to applicants selected for interviews. Willingness to work irregular hours including weekends, holidays and nights as required. Willingness to travel up to 5% for job-related purposes is required. Knowledge, Skills, and Abilities: Knowledge of the State Lottery Act, Rules, and Policies. Working knowledge of all Lottery statutes, rules, policies and procedures, and status of all games. Working knowledge of all Lottery licensing, retailer accounting, and game rules, policies, and procedures, as well as all updates on the Lottery Operating System and other automated systems. Knowledge of accounting and auditing procedures and techniques. Good analytical and research skills. Strong rganizational skills. Ability to perform multiple tasks simultaneously. Ability to pay attention to detail and evaluate records/documentation for accuracy and legal conformance. Ability to prepare concise reports. Ability to communicate effectively verbally, in person, on the telephone, and in writing, with diverse groups of people. Ability to communicate on a professional level with the public, state agencies, and co-workers. Ability to accurately input data into a computer system. Ability to document and maintain files in a highly efficient and organized manner. Ability to maintain professionalism in a high-pressure customer service environment. Ability to type using a personal computer and related word processing and spreadsheet software. Ability to work well in a team environment and under pressure. Ability to maintain a pleasant and professional work attitude at all times. Ability to learn about the Lotterys functions and activities. Will be required to complete division or commission training to enhance job-related skills. Physical and Mental Requirements: Must be able to sit or stand for extended periods of time, withstand repetitive work, work under deadlines, and operate standard office equipment, personal computers, and computer software. Essential Job Functions: Performs duties of customer service representative for the Texas Lottery Commission via telephone, email, correspondence, fax, and in person: Answers telephone inquiries from players, Lottery Retailers, Lottery personnel, Lottery vendors, and the general public regarding lottery statutes, rules, policies and procedures, retailer procedures, use of Lottery equipment, and Retailer Services policies and procedures. Provides customer service according to the standards established by TLC procedure for handling agency calls in Retailer Services. Responds and takes appropriate action to resolve Lottery customer complaints or problems. Assists other lottery personnel in researching or helping to resolve customer service problems. Performs analysis of Lottery Retailer license applications and documentation and/or furnishes applicants, licensees, and field personnel with information regarding Lottery rules and policies and the license application process: Conducts thorough examinations of Lottery retailer license applications and documentation to determine if qualifications set forth by the State Lottery Act, Rules, and Policies have been met and to ensure legal compliance. Contacts and assists applicants, licensees, and field personnel by telephone and/or written correspondence regarding information or documentation needed to complete application processing to ensure compliance in accordance with the State Lottery Act and Lottery Commission Rules and Policies. Furnishes applicants, licensees, and field personnel with information and interpretation regarding the State Lottery Act, Lottery Commission Rules and Policies, and the license application process verbally, in person, on the telephone, and in writing. Communicates with and assists the Retailer Services staff on past-due accounts requiring reconciliation. Assists with determination of whether licenses should be issued or denied. Prepares, edits, and/or processes correspondence: Prepares correspondence to applicants, licensees, public, or field personnel in an accurate and concise manner. Edits and proofs correspondence written by agency personnel. Drafts written replies in response to public correspondence, including e-mail. Develops communications