Retail Operations Customer Support (Bilingual) - Lottery
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Retail Operations Customer Support (Bilingual) - Lottery
Salary
$51,916.80 Annually
Location
Lakewood, CO
Job Type
Full Time
Job Number
TFAA-02639-08.2025
Department
Department of Revenue
Division
Lottery - Operations & Development
Opening Date
08/29/2025
Closing Date
9/9/2025 5:00 PM Mountain
FLSA
Determined by Position
Type of Announcement
This position is open only to Colorado state residents.
Primary Physical Work Address
1881 Pierce St. Lakewood CO 80214
FLSA Status
Non-Exempt; position is eligible for overtime compensation.
How To Apply
Please submit an online application for this position at https://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
Description
Benefits
Questions
Department Information
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. For more exciting information about the Department of Revenue, please enjoy this brief video !
Helpful tips for applying:
Applying for a Job with the State of Colorado .
What Happens After You Apply. (https://youtu.be/Bevm6F3LfBM)
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.
What we do:
Retail Operationsprovides 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 (https://drive.google.com/file/d/0B4enHpLSVk4eMWdzbVhaZTJDWW8/view?usp=sharing&resourcekey=0-b3y8iaBxItfgb77tjmzofw)
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 a given organization, list each job held as a separate period of employment.
Information must be accurate, including dates of employment. If it is found that information provided is falsified, you will not be considered for a job with the State of Colorado and/or may be removed from a job after hire.
The eligible list established from this posting may be used to fill additional vacancies.
Email Address:
All correspondence regarding your status in the selection/examination process will be conducted via email. Please set up your e-mail to accept messages from "state.co.us" and "info@governmentjobs.com" addresses. It is your responsibility to ensure that your email will accept these notices and/or review your junk mail and spam filtered email.
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
APPEAL RIGHTS
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department's action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov ; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
Supplemental Information
Equity, Diversity, and Inclusion Compliance
Equity, Diversity, and Inclusion Compliance
The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness. The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
The Colorado Department of Revenue is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA inbox,dor_ohr@state.co.us.
If not applying online, submit application to:
If you are not able to submit an online application, a paper application is available at this link: PDF State Paper Application (https://careers.colorado.gov/sites/careers/files/documents/Colorado-Paper-Application-202011-enabled.pdf) (Download PDF reader). Paper applications must be received via email to DOR_talentacquisition@state.co.us by the closing date and time of the application period listed on this announcement.
Methods of Appointment:
Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
Step Pay Program:
Per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.
The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: www.colorado.gov/pacific/dhr/benefits
Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.
01
This role requires organizational skills. Can you provide an example of how you use this skill to help you navigate through multiple tasks and constant interruptions?
02
Describe your experience providing customer service in person, over the phone and via email.
03
Do you have proficiency in reading and writing in the Spanish language? Marking "no" may result in removal from consideration.
04
CDOR - Please select the option that best describes your experience working for a State entity (any Colorado State Agency or Institution of Higher Education) in a regulatory environment. The experience is expressed in terms of full-time equivalent service (40 hours per week). Experience working less than 40 hours per week should be prorated. Please see the "Minimum Qualifications and Comparative Analysis" section of the posting for additional information. This experience must be verifiable in the work experience described in the application submitted for this vacancy.
No Experience
Less than 3 years of experience
3 to under 6 years of experience
6 to under 9 years of experience
9 or more years of experience
05
CDOR - Are you aware of anyone with whom you have a personal relationship (including, but not limited to, any family members or those you or a family member have an intimate relationship with) currently employed with DOR? If yes, please provide the name of the employee and the Division they work in. Per DOR Policy OHR-006, family includes spouse, partner, child, parent, sibling, grandparent, grandchild, aunt, uncle, niece, nephew, or cousin, including those related by marriage, civil union, common law, blood, adoption or foster care.
06
CDOR- If you are a current classified employee of another agency or department within the State of Colorado, please indicate your current classification. If not, please simply respond with "NA"
07
CDOR - The salary for this position is $49,848.00 annually. Are you still interested in this position? Marking "no" will result in removal from consideration. As a reminder, per the requirements of the Step Pay Program, any former or current State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range based on completed years in their current class series.
Required Question
Employer
State of Colorado
Address
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Website
https://careers.colorado.gov/
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