Call Center Agent

About the role

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.

Responsibilities

• Provide customer service via telephone on Lottery-related issues to internal staff, players, retailers, and the public
• Apply knowledge of all Lottery Scratchers and draw games, the California Lottery Act, gaming rules and regulations, multiple lottery programs, policies, security procedures, and overall Lottery operations
• Access highly sensitive computerized files from both the Lottery and vendors

Requirements

• Current Program Technician exam eligibility (must take exam or renew expired score prior to application)
• Must be able to clear a Background Investigation prior to being hired
• No conviction of a felony or any gambling related offense (per California State Lottery Act)
• Must reside in California for telework eligibility (per California Government Code Section 14200)
• Ability to report to assigned headquarters office in Sacramento as assigned

Qualifications

• All experience and education relating to the Minimum Qualifications listed on the Classification Specification must be clearly demonstrated on the State Application (STD Form 678)
• Ability to meet the Desirable Qualifications identified in the job advertisement

Pay

• Classification: PROGRAM TECHNICIAN
• Salary range: $3,316.00 - $4,456.00 per month (New to State candidates hired at minimum salary of the classification or minimum of alternate range when applicable)
• Note: Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees subject to salary reduction between 2% - 4.62% in exchange for Personal Leave hours each month

Schedule

• Job Type: Permanent, Full Time
• Telework: Hybrid (eligible for hybrid telework schedule)
• Work Location: Sacramento County

Benefits

• Onsite restaurant
• Free gym
• Close to light rail station
• Electric car charging stations
• Free parking
• Work-life balance support
• Professional development opportunities

This response is AI-generated, for reference only.