MO Project: Contextual Branding

Lottery Customer Service Representative

  • Lottery Customer Service Representative
  • What will I be doing?
  • Do I qualify?
  • Can I be successful?
  • Benefits
  • How do I apply?
Class Number: 
Annual Salary Range:
$23,284.00 – $36,892.00
Twice-a-Month Salary Range:
$970.00 – $1,538.00
Pay Grade: 

View Class Specification Document


This is public contact work providing players and retailers with requested Missouri Lottery information, selling and validating Lottery products, and preparing general correspondence relating to the sale and promotion of Missouri Lottery products.


Job Duties

Provides information to retailers, Lottery staff, customers, and/or the general public regarding Lottery products and promotions.

Responds to customer inquiries via telephone, mail, and e-mail within the guidelines and timeframes as prescribed by the Lottery Commission.

Records customer’s complaints and comments in a database for tracking and reporting purposes.

Responds to telephone calls and e-mails from retailers concerning general inquiries and equipment problems; serves as liaison with equipment vendor and/or the proper Lottery staff. Provides assistance to customers; completes sales/redemption transactions for a variety of Lottery products; examines and validates prize claims; disburses cash; issues checks for large prizes after verifying absence of state financial obligations and deducting proper withholding taxes.

Processes requests from walk-in retailers for additional products or supplies.

Maintains instant ticket inventory; processes orders and prepares tickets for Lottery promotions and events.

Reconciles cash drawer to daily sales/redemption transactions and ticket sequence.

Prepares daily cash statement and audits cash drawer, tickets sold, and prizes paid out on a daily basis; prepares bank deposit as necessary.

Maintains customer service area; displays Lottery products and promotional information; posts winning jackpot numbers and distributes to regional offices after draw dates; maintains database of winning jackpot numbers.

Maintains a working knowledge of laws, regulations, policies, procedures, and operations applicable to the sale/redemption of Lottery products.

Participates in training programs and seminars.

Receives general supervision; however, the employee is expected to work independently in the performance of assigned responsibilities within established guidelines.

Performs other related work as assigned.

View Class Specification Document

 (The following requirements will determine merit system eligibility, experience and education ratings, and may be used to evaluate applicants for Missouri Uniform Classification and Pay System positions not requiring selection from merit registers. When practical and possible, the Division of Personnel will accept substitution of experience and education on a year-for-year basis.)

One or more years of experience as an Office Support Assistant or Senior Office Support Assistant with the Missouri Lottery Commission; and possession of a high school diploma or proof of high school equivalency.


Two or more years of office or public contact experience; and possession of a high school diploma or proof of high school equivalency.

(Earned credit hours from an accredited college or university may substitute on a year-for-year basis for the required experience at a rate of 30 earned credit hours for one year.)

Please note that documentation that supports your eligibility (i.e. transcripts, employment records, etc.) may be required at any time during the application and hiring process. If you do not possess the minimum qualifications, please consider one of many other employment opportunities with the State of Missouri.

View Class Specification Document

Key Skills

Do you possess the key skills which are considered essential for successful employment in this classification?

Intermediate knowledge of the policies, procedures, and operations of the Missouri Lottery Commission.

Intermediate knowledge of the statutes and regulations applicable to the sales/redemption of Lottery products.

Ability to effectively communicate policies, procedures, and operations to customers, retailers, and the general public.

Ability to accurately assist and disseminate general information pertaining to retailer/customer inquiries and problems.

Ability to receive, disburse, and process cash and checks and perform basic bookkeeping functions according to established procedures.

Ability to explain and present a positive image of Lottery products and promotions.

Ability to operate a computer terminal and standard office equipment.

Ability to prepare complete and concise correspondence and reports.

Ability to establish and maintain effective working relationships with retailers, customers, co-workers and the general public.

View Class Specification Document

The following link will provide you with general information about State of Missouri employee benefits.

View benefits

View Class Specification Document