Retailer Services Coordinator

**Purpose of Job** The purpose of this position is to provide exemplary customer service to GLC Retailers, COAM Licensees, internal customers and vendor partners on Georgia Lottery products and programs. Duties include, but are not limited to: Navigating multiple computer applications with accuracy, tracking and documentation of calls, researching and processing financial requests, troubleshooting technical issues and other duties and tasks assigned by Retailer Services Supervisor. **Essential Duties and Responsibilities** The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. Serves as a liaison between Retailers, COAM licensees, GLC staff and vendors. Maintains thorough knowledge of GLC/Intralot equipment, gaming systems and their reporting functions. Researches and processes Retailer requests for monetary adjustments. Continuously monitors various retailer/licensee issues and reports, and works with GLC/COAM staff and vendors through to resolution. Monitors retailer/licensee discrepancy reports and escalates to management for corrective action. Prepares individual status reports, memos and correspondence, maintains and updates files and logs following prescribed methods. Provides assistance and instruction on terminal operation report generation, game rules, and settlement procedures, requests for adjustments and GLC/COAM policy and procedures. Assists the Retailer Services Supervisor in preparing and updating training manuals. Continually stays abreast of all gaming systems related software enhancements as well as policy/procedures changes as they pertain to the retailers and licensees. Responds to question complaints and request for information by telephone, in person or by mail from citizens, employees, department heads, GLC vendors partners, etc. The Georgia Lottery Corporation Job Description - Retailer Services Coordinator **Minimum Training and Experience Required to Perform Essential Job Functions** High School Diploma (or GED) required (Bachelor's Degree in Business Administration or Accounting preferred), with three or more years of customer service in a call center environment or any equivalent combination of education, training, and experience, which provides the requisite knowledge, skills, and abilities for this job. Computer skills (Microsoft Word and Excel) are required.