Call Center Agent

The California State Lottery is looking to fill the exciting role of a Call Center Agent!

If this opportunity would be a good fit for you, we encourage you to apply today and join our winning team!

People are drawn to the California State Lottery because we:

• We have a worthy mission that we’re sure you’ll take pride in too.
• Are an energetic, creative, and talented team
• Value diversity and inclusion in the workplace
• Empower team members to bring their knowledge, expertise, and innovation
• Recognize individual and team contributions
• Support the importance of work-life balance
• Invest in the professional development of our team members
• Are dedicated to preserving our environment by lowering our carbon footprint

The California Lottery is a multi-billion-dollar enterprise headquartered in Sacramento. It is one of the few state agencies that is a revenue generator, not accepting taxpayer dollars from the state’s general fund. Our mission is to provide supplemental funding to California schools while simultaneously supporting local communities. Ninety-five cents of every dollar spent by players goes back to local communities in the form of contributions to public schools and colleges, prizes and retailer compensation.

In fiscal year 2022-23, the California Lottery generated sales of approximately $9.2 billion with over $2.2 billion earned for California public schools. Lottery products are sold at more than 23,000 retail locations throughout the state. Product offerings include an average of 52 fun and entertaining Scratchers games and several draw games such as Powerball, Mega Millions, and SuperLotto Plus and daily games such as Fantasy 5 and Hot Spot.

Job Description and Duties:

Under the general supervision of the Supervising Program Technician II, in the Customer Service Contact Center, the Call Center Agent provides customer service using a telephone on a wide variety of Lottery-related issues to all Lottery customers including internal staff, players, retailers and the public. This position requires knowledge of all Lottery Scratchers and draw games, the California Lottery Act, Lottery gaming rules and regulations, multiple lottery programs, policies, security procedures, and overall Lottery operations. The position accesses highly sensitive computerized files from both the Lottery and vendors.

You will find additional information about the job in the Duty Statement .

This position requires a current Program Technician exam. If you need to take the exam or if your score has expired, click here to gain list eligibility.

This position is headquartered in Sacramento and is eligible for either a remote-based or office-based telework schedule. Employees must be able to report to their assigned headquarters office as needed. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires employee residence in California per California Government Code Section 14200 which states: “telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California.

Working Conditions:

a. Schedule: Monday thru Friday 8:00 am to 5:00 pm

b. Travel: Minimal

c. Other: Work is conducted in climate-controlled office setting..

Desirable Qualifications

• Excellent interpersonal and communication skills (verbal and written)
• Ability to work independently and collaboratively with teams
• Experience delivering superior customer service
• Strong organizational and time management skills
• Ability to interpret and apply specific rules, policies, and procedures.
• Ability to professionally interact with internal and external customers
• Excellent job performance
• Detail oriented
• Bilingual skills are desired, but not required

For more information about this opportunity, benefits, and instructions on how to apply -- click the Apply button.