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SalaryAbout 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 an upcoming 5% salary increase for all employees which will take effect September 1, 2024; 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:
Communications Specialist I
Performs entry-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 and processes correspondence. Maintains and updates automated systems. Performs administrative functions. Works under close supervision with minimal latitude for the use of initiative and independent judgment. This position reports to the Retailer Services Supervisor in the Lottery Operations Division.
Communications Specialist II
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.
Communications Specialist I
- Graduation from a standard senior high school or GED equivalent is required. (Graduation from an accredited four-year college or university is preferred.)
- One year customer service experience dealing with the public is required. (Thirty (30) semester hours of college credit may substitute for one year of experience.)
- Experience with personal computers, including experience with word processing software is required.
- Experience with responding in writing to customer correspondence and/or email is preferred.
- Fluency in Spanish (oral and written) is preferred.
- A Spanish language fluency skills test (oral and written) will be administered to applicants who indicate on their application that they speak Spanish.
- Willingness to work irregular hours including weekends, holidays and nights as required.
- Willingness to travel up to 5% for job-related purposes as needed.
- Experience with spreadsheet or database software is preferred.
- 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 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 organizational 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 Lottery’s 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:
Communications Specialist I
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.
- May assist with determination of whether licenses should be issued or denied.
Prepares and/or processes correspondence:
- Prepares correspondence to applicants, licensees, public, or field personnel in an accurate and concise manner.
- Drafts written replies in response to public correspondence, including email.
- Develops communications utilizing standard agency language and terms when responding to commonly asked questions.
- May provide input toward the development of general correspondence and internal operating procedures for the Retailer Services Section.
Maintains and updates automated systems:
- Performs on-line automated entry and retrieval on the Lottery Retailer Tracking Systems and other licensing databases.
- Reviews existing computer edits, determines validity, and takes appropriate action.
- Updates automated systems with information necessary and required to ensure current and accurate information is reflected.
- Uses data on the Lottery accounting system, general automated systems, and other documentation to resolve retailer issues and answer questions.
Performs administrative functions:
- Records, tabulates, and reports amount and type of calls received.
- Documents calls requiring additional research or assistance.
- Documents action taken on accounts in sufficient detail for co-workers and management to determine status of work in progress or work completed.
- May prepare written reports concerning customer service, including weekly status report.
- May serve as back-up for other call center agents within the agency.
Performs related duties and participates in special projects as assigned.
Communications Specialist II
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 utilizing standard agency language and terms when responding to commonly asked questions.
- Provides input toward the development of general correspondence and internal operating procedures for the Retailer Services Section.
- Drafts written responses to public inquiries for signature by the Executive Director or Lottery management personnel.
- May assist with translation of customer correspondence and reverse translation of responses.
Maintains and updates automated systems:
- Performs on-line automated entry and retrieval on the Lottery Retailer Tracking Systems and other licensing databases.
- Reviews existing computer edits, determines validity, and takes appropriate action.
- Updates automated systems with information necessary and required to ensure current and accurate information is reflected.
- Uses data on the Lottery accounting system, general automated systems, and other documentation to resolve retailer issues and answer questions.
Performs administrative functions:
- Records, tabulates, and reports amount and type of calls received.
- Documents calls requiring additional research or assistance.
- Prepares written reports concerning customer service as needed, including weekly status report.
- Documents action taken on accounts in sufficient detail for co-workers and management to determine status of work in progress or work completed.
- May serve as back-up for receptionist and other call center agents within the agency.
Performs related duties and participates in or leads special projects as assigned.
The Texas Lottery Commission is an Equal Opportunity Employer
APPLICATION PROCESS
Applications must be completed online through CAPPS Recruit by 11:59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification.
All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not. Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Instructions for completing the on-line State of Texas Application for Employment can be found here:
https://www.texaslottery.com/export/sites/lottery/About_Us/Employment_Opportunities/how_to_apply.html
Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date.
Inquiries regarding the status of an application will be answered as time and agency resources allow.
RELATED MILITARY OCCUPATIONAL SPECIALTY CODES
Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply.
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AccountingAuditingandFinance.pdf
