Customer Support Representative - Customer Service Specialist Intermediate

Job Details

Working Title: Customer Support Representative
Job Class: Customer Service Specialist Intermediate
Agency: Minnesota State Lottery

• Job ID: 94021
• Location: Roseville
• Telework Eligible: No
• Full/Part Time: Full-Time
• Regular/Temporary: Unlimited
• Who May Apply: Open to all qualified job seekers
• Date Posted: 05/05/2026
• Closing Date: 05/12/2026
• Hiring Agency/Seniority Unit: Minnesota State Lottery/Lottery-AFSCME
• Division/Unit: Minnesota State Lottery/Games Control
• Work Shift/Work Hours: Day Shift /8:00am - 4:30pm
• Days of Work: Monday - Friday
• Travel Required: No
• Salary Range: $20.76 - $27.53 / hourly; $43,346 - $57,482 / annually
• Classified Status: Classified
• Bargaining Unit/Union: 206 - Clerical/AFSCME
• Work Area: Roseville Lottery Office
• FLSA Status: Nonexempt
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

Job Summary

The Lottery Claim Clerk's main responsibilities are to redeem Lottery tickets from the main headquarters located in Roseville. They will also process winning ticket claims from $600 up to $50,000. This includes providing professional, accurate, timely customer service and instruction to players, the general public, retailers, and other Lottery staff in person or over the phone for all Lottery products, promotions, and website usage. This position also provides account management and retail relations for retailers related to the Scratch/Lotto ticket activities. The role includes providing Scratch/Lotto ticket accounting, balancing and reconciliation information, monitoring ticket inventories, and providing ticket validation and payment services for mail-in claims.

This position also provides retailers with recommended account techniques for account balancing/reconciliation and monitoring and negotiations of ticket inventories as well as providing ticket and payment services. The clerks in this position must accurately write incident reports documenting potential fraud and theft involving lottery tickets, games, promotions, and retailers.

This position is required to occasionally work off-site at limited seasonal Lottery special events, selling, promoting, and marketing all lottery products and promotions. This could occasionally require working on weekends/evenings.

The Minnesota Lottery is a state agency that generates over $600M in annual sales, delivering over $120M in profits back to Minnesota’s General Fund and the Environmental, Natural Resources, Game, and Fish Funds. If you are interested in bringing enthusiasm and a good work ethic, consider joining the Lottery team.

Qualifications

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed below and indicates the beginning and ending month and year for each job. To qualify, you must meet the following:

• Knowledge of Data entry procedures and systems, such as Microsoft Office or similar data entry systems.
• Skills in calculating, reviewing, and reconciling, financial data and balancing accounts.
• Knowledge of specialized terminology related to bookkeeping to review transactions and maintain accurate and complete financial records.
• Ability to interpret and explain program information to customers, clients, and coworkers, such as policy, procedures, eligibility requirements, and payment methods.
• Ability to engage with clients, coworkers, and customers, when handling difficult or complex problems.
• Customer service skills are sufficient to provide prompt, courteous and accurate information to customers in person, on the phone, and through e-mail or other written correspondence.

Preferred Qualifications

• Experience in a retail, sales, or lottery environment, particularly involving scratch/online gaming products or account management.
• Knowledge of marketing and sales techniques used when interacting with customers and retailers
• Experience in inventory management, reconciliation, or balancing in a customer or retail setting.
• Experience preparing security or investigative-style reports, or work requiring accuracy and detailed written documentation.
• Experience coordinating with cross-functional teams, such as accounting, contracting, warehouse, marketing, or sales departments.

Physical Requirements

This position requires occasionally transporting such articles as file boxes or boxes of heavier material (50 lb. limit). This position additionally requires moving or maintaining a stationary position for extended periods of time.

Additional Requirements

This position requires successful completion of the following:

The Minnesota State Lottery will conduct a criminal background check and fingerprint check at the time of job offer for all prospective new employees. The Minnesota State Lottery cannot hire any person who's been convicted of a felony or a crime involving fraud or misrepresentation within five years of employment or who's ever been convicted of a gambling-related offense.

In addition, the Minnesota State Lottery will perform the following background checks:

• Employment Reference Checks (includes review of personnel file for current and former State of Minnesota employees)
• SEMA4 Records Check (for current and former State of Minnesota employees)

Application Details

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers.

To be considered for any Veteran’s Status, you must indicate this on your application and follow the instructions below:

RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. To qualify, you must meet the following: 1) have separated under honorable conditions from any branch of the armed forces of the United States; 2) have served on active duty for 181 consecutive days or more or for the full period ordered to active duty or have separated by reason of disability incurred while serving on active duty; 3) be a United States citizen or resident alien; and 4) have served in active military service at any time on or after September 11, 2001, as shown on your DD-214 form. To be considered under this legislation, you must: 1) meet all Minimum Qualifications identified in this posting; 2) meet all the above RSV criteria; and 3) submit a copy of your DD-214 form by the closing date to: HRDept@mnlottery.com. Failure to submit your DD-214 form will affect your consideration for an interview under this legislation.

CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: 1) meet service requirements and have a verified service-connected disability rating of at least 30%; 2) provide qualifying documentation verifying the disability; and 3) meet all Minimum Qualifications identified in this posting. To be considered under this legislation you must submit all documentation before the closing date to:
HRDept@mnlottery.com.

Contact

If you have questions about the position, contact Human Resources at HRDept@mnlottery.com.

If you are an individual with a disability and need an ADA accommodation for an interview, you may contact the Minnesota State Lottery's ADA Coordinator at 651-635-8114 or HRDept@mnlottery.com for assistance.

To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Human Resources at HRDept@mnlottery.com.

About the Minnesota State Lottery

Playing Our Part: Since 1990, the lottery has generated more than $4 billion for programs that positively impact the lives of Minnesotans. More than $1.7 billion has helped preserve, restore and protect Minnesota’s environment through the Environment and Natural Resources Trust Fund, Game and Fish Fund and the Natural Resources Fund. Another $2.3 billion has helped fund state programs, including education, public safety and health and human services. Lottery dollars also support programs to help prevent and treat problem gambling. Visit www.mnlottery.com for more information.

Working together to improve the state we love.

What do Minnesota's State employees have in common?

• A sense of purpose in their work
• Connection with their coworkers and communities
• Opportunities for personal and professional growth

Benefits

As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well.

Your benefits may include:

• Paid vacation and sick leave
• 12 paid holidays each year
• Low-cost medical, dental, vision, and prescription drug plans
  • Fertility care, including IVF
  • Diabetes care
  • Dental and orthodontic care for adults and children
• 6 weeks paid leave for parents of newborn or newly adopted children
• Pension plan that provides income when you retire (after working at least three years)
• Employer paid life insurance to provide support for your family in the event of death
• Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury
• Tax-free expense accounts for health, dental, and dependent care
• Resources that provide support and promote physical, emotional, social, and financial well-being

Support to help you reach your career goals:

• Training, classes, and professional development
• Tuition reimbursement
• Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov)

Employee Assistance Program (EAP) for work/life support:

• A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance
• Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues
• Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota.

EQUAL OPPORTUNITY EMPLOYERS

Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans.

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

APPLICANTS WITH DISABILITIES

Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us and let us know the support you need.