Job Description

LOCATION: 3396 Stockton Hill Road, Kingman AZ 86409

SCHEDULE: Monday-Saturday (7:00 AM - 4:00 PM or 8:00 AM - 5:00 PM) flexible; 40 hours min.

We're looking for a qualified Customer Service Unit Supervisor to join our team within our Arizona Office.

Under the direction of the Senior Customer Service Manager, the Customer Service Unit Supervisor is responsible for overseeing daily operations within the customer service department, ensuring efficient and accurate handling of customer, vendor and retailer interactions. This role involves managing cash transactions, reconciliations and financial reporting, as well as assisting with policy implementation, employee training, and performance evaluation. The supervisor will provide exceptional customer support, resolve issues and contribute to sales initiatives. Additionally, they will serve as a backup to the Senior Customer Service Manager, ensuring smooth department operations. This position requires strong leadership, communication, problem-solving skills and the ability to thrive in a fast-paced, team-oriented environment while upholding company policies and goals.

The ideal candidate for the Customer Service Unit Supervisor role will have an associate's degree or equivalent work experience, with a background in customer service, retail or supervisory roles. They should have experience in cash handling, reconciliations, financial reporting and customer issue resolution, along with strong skills in policy interpretation, employee training and sales techniques. The candidate must be proficient in Microsoft Office, demonstrate excellent communication and problem-solving abilities and be highly organized and detail oriented.

What You'll Do

• Responsible for ensuring accuracy in cash drawer transactions, checks written, deposits made, and reconciliation of vault cash.
• Participate in agency-wide projects, new game development, and drafting, updating, and implementing policies and job breakdown sheets as they relate to the customer service office.
• Interaction with various customers via telephone, in person and through correspondence. Provide game information, policy and procedures, and rules and regulations.
• Perform research and resolve various customer problems and complaints.
• Performs accurate data entry of necessary administrative tasks.
• Operate a computer, ticket terminals, calculator, and various office equipment.
• Provide regular and consistent feedback to management regarding sales, scheduling, and additional promotions.
• Prepare fiscal transactions and reconciliation reports.
• Handle cash transactions and balancing.
• Implement various sales techniques to increase awareness of lottery products.
• Responsible for meeting aggressive sales goals and making positive business decisions to reach goals set.
• Serve as back-up to the Customer Service Manager Senior when the manager is unavailable.
• Other duties as assigned .

What You'll Bring

• Associate's Degree preferred or equivalent work experience.
• This position does require a valid Driver's License and a clean driving record.
• Experience interpreting policies and procedures in understandable terms to clients.
• Engaging with customers, clients, and other employees regarding various issues concerning the services they offer.
• Knowledge of the rules and regulations of the industry.
• Experience establishing and maintaining effective working relationships with clients, customers, employees and other officials.
• Experience monitoring and evaluating the work performance of staff under their supervision.
• Troubleshooting abilities.
• Effective in time management.
• Ability to objectively review information pertinent to position.
• Demonstrated strong written and verbal communication skills.
• Ability to handle multiple tasks in an organized manner within a fast-paced environment.
• Ability to apply strong attention to detail and produce work with accuracy.
• Ability to work independently and self ‐ direct work, and in a team-oriented environment.
• Aptitude to learn new computer software.
• Ability to prioritize workflow, maintain schedules and follow up to meet deadlines.
• Ability to work well in a diverse environment.

ADDITIONAL REQUIREMENTS:

• Must be a U.S. Citizen or Green Card holder (sponsorship is not available).
• Ability to pass a background check and pre-employment drug screening.

Who You Are

• A strong leader with relationship building skills.
• Experienced in structuring, building, and growing high-performing and engaged teams.
• High energy, with the ability to successfully own, manage and execute multiple competing priorities.
• A strategic problem-solver with a willingness to challenge the status quo.
• Works well under pressure, effectively, and efficiently.

What We Offer

Competitive Salary | Competitive Medical, Dental, Vision, and Life Insurance Benefits | Employee Assistance Program | Tuition Reimbursement | Generous Paid Time Off | 401k with Company Match | Profit Sharing | And More!

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

By submitting this application, the applicant consents to Pollard Banknote Ltd. collecting, using and retaining the personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

We thank all candidates that apply, however only those selected for an interview will be contacted.

Employment is contingent upon a satisfactory response from a Criminal Record Search, Drug Screening, Driving Record, Credit Check and any other applicable pre-employment requirements.

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