Responds to inquiries, requests for information &/or complaints as they pertain to the Ohio Lottery Commission (i.e., OLC) & operates personal computer: Responds to inquiries, requests for information &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain to the OLC & independently determines appropriate action for resolution; provides assistance & information to lottery agents pertaining to operating procedures; advises customers regarding claims process; provides assistance when prizewinner ticket will not validate; refers to & confers with appropriate manuals & supervisor to ensure proper information is disseminated; answers questions from agents, regional staff & central office staff regarding lottery game rules, policies, procedures & IAD (e.g., Integrated Agent Database containing pertinent OLC agent information); provides advice & performs technical procedures/support via telephone & online system to retailers to aid in correction of malfunctions of instant ticket & online gaming computer terminals (e.g., Winstation/MP, Microlot, HEE, etc.); assists OLC agents with completion of proper forms related to various types of transactions (e.g., cancellation of ticket via terminal, etc.); assists OLC agents with OLC account balances by providing & utilizing daily/weekly invoice reports via Back Office System (i.e., BOS); researches problem tickets (e.g., non-winning tickets believed to be winners, etc.) & confirms &/or provides proof for agents & field staff; assists Office of Security in tracing &/or processing stolen &/or altered tickets; corresponds by phone &/or mail to customer inquiries received via postal mail service; in backup capacity, processes prize payments & handles claims processing that involves issuing authorization to bank representative for customer using bank cashing method for payment; works directly with the public on a daily basis in execution of assigned job duties (i.e., has significant level of contact (e.g., face-to-face, telephone, customer correspondence, etc.) with the public). Operates personal computer to record all agent calls for maintenance of accurate records: Responsible for recording all calls & inquiries received in the call logging system on a daily basis; responsible for processing agent error information on personal computer for referral & research purposes; reports chronic system problems to proper department or designee for action as necessary. Prepares status reports: Compiles & provides informational reports of OLC activity to agents, regional offices & general public; prepares miscellaneous reports; performs other duties & works on special projects as directed. Minimum Qualifications: 9 months training or 9 months experience in office practices & procedures; 9 months training or 9 months experience in public relations or customer service that included techniques for handling difficult people; 9 months training or 9 months experience in typing, keyboarding, data entry or word processing; 9 months training or 9 months experience in operation of personal computer. OR: Equivalent of Minimum Class Qualifications For Employment noted above. Major Worker Characteristics: Knowledge of OLC & Call Center rules, regulations, policies & procedures*; OLC lottery game rules, regulations, policies & procedures*; Office practices & procedures; Public relations; Federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed*; Typing/ keyboarding; Customer service; OLC Customer Service Standards*; Word processing, database & spreadsheet software packages; IAD*; BOS*. Skilled in Operation of office equipment (e.g., multi-line or single line telephone, photocopier, facsimile machine, adding machine)*; Operation of personal computer or computer terminal; Operation of OLC gaming computer terminals*. Ability to Apply laws, rules, policies &/or procedures applicable to routine & non-routine inquiries, requests, complaints &/or transactions involving variety of variables within familiar context; Handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, email, in-person contacts &/or by other means of communication with variety of internal & external customers, some of whom may be irate; Collate & classify information about data, people or things; Prepare &/or maintain accurate records & reports; Work alone & with co-workers. Supplemental Information: OCSEA/AFSCME bargaining unit position. EXTERNAL APPLICANTS INVITED UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5-7 hours per day. NOTE:
INTERNAL & EXTERNAL APPLICANTS PLEASE SUBMIT ADM-4268 (CIVIL SERVICE APPLICATION) OR YOUR RESUME TO THE OHIO LOTTERY, OFFICE OF HUMAN RESOURCES, NO LATER THAN 4:00 PM OF THE POSTING DEADLINE DATE LISTED. APPLICATIONS/RESUMES RECEIVED AFTER 4:00 PM ON THE DESIGNATED DEADLINE DATE WILL NOT BE CONSIDERED. APPLICATIONS CAN BE SUBMITTED IN ONE OF THE FOLLOWING WAYS: IN PERSON OR VIA U.S. MAIL TO THE OHIO LOTTERY, OFFICE OF HUMAN RESOURCES, 615 WEST SUPERIOR AVENUE, CLEVELAND, OHIO 44113-1879; OR APPLY ONLINE VIA THE OHIO LOTTERY WEB SITE WWW.OHIOLOTTERY.COM OR THE STATE OF OHIO WEB SITE WWW.OHIO.GOV . YOU MAY ALSO CALL THE TDD NUMBER AT 1-800-750-0750 (TOLL FREE). ALL QUESTIONS CONCERNING EMPLOYMENT OPPORTUNITIES WITH THE OHIO LOTTERY SHOULD BE DIRECTED TO THE OHIO LOTTERY, OFFICE OF HUMAN RESOURCES (216) 774-5686. THE OHIO LOTTERY DOES NOT DISCRIMINATE ON THE BASIS OF RACE, RELIGION, COLOR, SEXUAL ORIENTATION, NATIONAL ORIGIN, ANCESTRY, AGE, SEX, GENDER IDENTITY OR EXPRESSION, MENTAL OR PHYSICAL DISABILITY, GENETIC INFORMATION, VETERAN STATUS AND/OR MILITARY STATUS IN EMPLOYMENT OR THE PROVISION OF SERVICES. NOTE: THOSE WHO ARE CONTACTED FOR AN INTERVIEW SHOULD INFORM THE OHIO LOTTERY OFFICE OF HUMAN RESOURCES AS SOON AS POSSIBLE IF, AS A RESULT OF A DISABILITY, THEY WILL NEED AN ACCOMMODATION TO PARTICIPATE IN ANY PHASE OF THE INTERVIEW PROCESS. SUCH NOTICE WILL NOT AFFECT YOUR ELIGIBILITY TO APPLY FOR THIS POSITION. JOHN KASICH, GOVERNOR |
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The Ohio State University at Marion serves as one of five regional campuses to the Columbus main campus. As a regional campus, Marion…
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