Retail Operations Customer Support

Retail Operations Customer Support

Salary: $24.96 Hourly

Location: Pueblo, CO

Job Type: Full Time

Job Number: TFA-02769-03.2026

Department: Department of Revenue

Division: Lottery - Operations & Development

Opening Date: 03/17/2026

Closing Date: 3/25/2026 5:00 PM Mountain

FLSA: Determined by Position

Type of Announcement: This position is open only to Colorado state residents.

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

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.

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.

What We Do:

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 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 cash handling experience will ensure all cash is accounted for and correctly deposited.

If you're ready to make a difference at DOR, then this may be the job for you!

Primary Duties:

Claims Support:

Processes claims using the Claims and Payment system, ensuring paperwork accuracy and verifying personal information.

Coordinate with investigators on stolen, altered, or high-tier prize tickets requiring special handling.

Provide retail operations backup, including ticket order placement, inventory restocking and vending machine support.

Maintain and reconcile ticket vending machine, inventory, ensuring alignment with established standards.

Manage daily vault operations, including warrant stock requests, reimbursement checks, cash handling and bank deposits.

Perform cash audits and reconciliations for both vending machines and counters.

Handle daily mail room functions, including sorting, delivering, logging, and preparing outgoing mail and packages.

Maintain records of mail and package processing for audit and performance tracking purposes.

Retailer Customer Service and Support:

Manage and resolve incoming retailer requests statewide, including installations, removals, equipment issues, password resets, and shipment monitoring.

Provide customer service and technical support for product order, billing/credits, system issues, and licensing processes.

Coordinate with Sales Reps, Corporate Account Managers, Licensing, and Gaming System Vendors to process work orders and account changes.

Support promotional and mobile app activities, activate promotional tickets, and assist with My Lottery account access and inquiries.

Player and Public Customer Service Support:

Provide in person and phone customer service at the Pueblo Claims Center regarding games, gameplay, prize claims, ticket verification, and Lottery Mobile App issues.

Respond to consumer inquiries via phone and email, research answers using internal resources, and assist with game rules, bonus/promotional drawing, and My Lottery account troubleshooting.

Manage product sales, jackpot ticket creation, bonus drawing schedules, and promotional displays while maintaining documentation and performance metrics for Player and Customer service duties.

This position is designated as in-person/on-site, and the selected employee will regularly work in a state office or facility.

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: (New)

G3A4XXADMINISTRATIVE ASSISTANT III

Minimum Qualifications:

Experience Only:

Three (3) years of relevant experience in a general clerical and/or public facing customer service role.

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. Appropriate education will substitute for the required experience on a year-for-year basis.

Preferred Qualifications:

State experience in a regulatory environment

Experience providing customer service in person, on the phone, and via email.

Excellent communication and interpersonal skills

Proven ability to work independently and accept supervision

Proven success in organizing and tracking workload

Microsoft Suite (must be able to create Word and Excel documents) and Google Apps (Docs and Sheets)

Decision-making skills

Necessary 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.

Conditions of Employment with the Lottery Division:

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.

Must be willing to work occasional weekends and holidays, if needed, and be able to go on overnight travel

Must be able to lift up to 20 lbs

Must possess and maintain a Colorado driver's license

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

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-