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Order Fulfillment Rep I


Madison, WI, US, 53718

Requisition ID:  3693

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.


Lottery Customer Service Specialist
Under the general supervision of the Telemarketing Supervisor within the Retailer Management Section, this position is responsible for providing services to assist over 3700 retailers and non-profit organizations in the sale of instant, pull-tab, and lotto products. 


The position is responisible for the following: Calling established accounts for weekly ticket orders. Answering lottery hotline calls from retailers. Selling instant scratch games based on historical data and current sales trends. Work requires emphasis on increasing ticket sales, communicating important information about all Lottery products and promotions while providing exceptional customer service and problem resolution. 


50%        Performance of Telemarketing Activities
20%        Provision of Retailer Services
25%        Coordinate and Direct Ticket Ordering and Delivery Activities
5%        Program Administration 


Knowledge, Skills and Abilities
1.    Knowledge of business practices and customer service principles and techniques appropriate to program objectives.
2.    Ability to exercise sound judgement and discretion in developing, applying, and interpreting state and agency policies and procedures.
3.    Ability to develop and maintain effective working relationships with staff within the division, in other departments, and a wide variety of customers.
4.    Team building and participation skills.
5.    Effective written and oral communication skills with both internal and external customers.
6.    Skilled in the use of Microsoft Office Products (Excel, Word, PowerPoint)
7.    Possess time management skills.
8.    Skilled in the use of Call Center Software (Oracle, Call Center Anywhere, QSuite, TCT, etc.)


Minimum Education:

  • High School Diploma
  • Associates Degree preferred.

Years of Experience:

  • 2 years of work experience preferably in a customer service role


  • Proficiency in Microsoft Office Applications
  • Professional phone etiquette
Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership



IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.