Retail Operations Customer Support (bilingual) - Lottery

Retail Operations Customer Support (Bilingual) - Lottery

Salary: $51,916.80 annually

Location: Lakewood, CO

Job Type: Full Time

Department: Department of Revenue

Division: Lottery - Operations & Development

Opening Date: 08/29/2025

Closing Date: 9/9/2025 5:00 PM Mountain

FLSA Status: Non-Exempt; position is eligible for overtime compensation.

How To Apply: Please submit an online application for this position at www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

Department Contact Information: Abigail Quinones, abigail.quinones@state.co.us

Mission of the Colorado Department of Revenue

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.

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. 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, bilingual (Spanish/English) 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 Spanish proficiency will be used to assist in the translation of claims forms and communicate to non-English customers. Use your cash handling experience to ensure all cash is accounted for and correctly deposited. You'll also be balancing scratch tickets. If you're ready to make a difference at DOR, then this may be the job for you!

Primary Duties

Claims Support:

• Processes claims by ensuring paperwork is accurate and complete.
• Audits and balances claims processed. Provides support to other Retail Operations Offices.
• Manages Scratch Ticket inventory.
• Manages the claims counter and handles cash.

Player and Public Customer Service Support:

• Provides customer service in person and on the phone regarding games, instructions, claims, and other customer inquires.
• Handles the sale of all Lottery products and verifies tickets and prizes.

Position Details

As a position that provides support to retailers statewide and the Denver Claims Counter, 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.

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: G3A4XXADMINISTRATIVE ASSISTANT III

MINIMUM QUALIFICATIONS: Must meet one of the following or any combination of experience/education to meet the minimum (MQ) qualifications:

• Experience Only: Three (3) years of relevant experience in a general clerical and/or public facing customer service role, and proficiency with reading and writing in the Spanish language.
• 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 and proficiency with reading and writing in the Spanish language.

Necessary Special 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.

Additional Requirement - Bilingual Assessment Candidates must successfully complete a bilingual proficiency assessment. This assessment is a required component of the selection process.

Preferred Qualifications:

• State experience in a regulatory environment
• Spanish language proficiency
• Experience providing customer service in person, on the phone and via email
• Communication and interpersonal skills
• Sales/Marketing experience
• Ability to work independently and accept supervision
• Ability to organize and track workload
• Proficiency with Microsoft Suite (must be able to create Word and Excel documents) and Google Apps (Docs and Sheets)
• Decision making skills

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 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.

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