Senior Customer Service Manager - Pollard Banknote Limited – Arizona

LOCATION: 4740 E University Dr, Phoenix, AZ 85034

SCHEDULE: Monday - Friday (8:00 AM - 5:00 PM)

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

The Senior Customer Service Manager oversees operations of the Arizona Lottery's customer service department across all Lottery office locations located statewide. This position is responsible for the development of core metrics that support the agency's mission and achievement of those metrics and facilitates problem-solving when metrics are not achieved. The Senior Customer Service Manager collaborates with internal and external team members to resolve complex problems, fosters professional business relationships with vendor partners, manages work processes and systems, communicates clearly, and manages the day-to-day customer service operations to ensure the team meets organizational goals.

The Senior Customer Service Manager approves payroll, conducts and approves performance appraisals, and oversees the hiring of the customer service team. With a high level of discretion, this position oversees customer complaints including proper documentation, accuracy and timeliness of responses, and active problem-solving. The candidate for this position will demonstrate Lottery Core values and help to create positive customer experiences. This position is charged with elevating the player's experience and serving as a leader within the customer service department.

What You'll Do

• Responsible for ensuring the team delivers high-quality customer service and promotional goals. This position requires a blend of leadership, strategic planning, and hands-on execution to create an environment where both team members and customers feel valued and engaged. This includes fostering a positive team culture that encourages collaboration, accountability, and a customer-first mindset and conducting regular training sessions and workshops to enhance team skills in customer service, sales techniques, and product knowledge.
• Sets goals, monitors performance, and daily operations in all internal customer service offices and promotions team.
• Engages the team in effective problem-solving to achieve the established metrics. Ensures all reconciliation documentation is standard across all offices and accurate.
• Responsible for hiring, training, staffing, payroll, and completing annual performance reviews for all offices and the promotion's van staff.
• Maintains a partnership with vendors to hire and manage staff hired through their organization.
• This position will effectively communicate with and mentor direct reports.
• Demonstrates Pollard Banknote and Arizona Lottery Core Values and is a role model for others.
• Develops and oversees promotions within the offices. Responsible for staffing, availability of promotional items, equipment needed, and establishing and meeting goals of the promotion. Responsible for ensuring the mobile promotions team attends events, achieving promotional goals, and positively representing the Lottery across the state. Builds and maintains relationships with external vendors and other state agencies.
• Resolves complex customer player complaints that call for considerable discretion and tact. Provides effective guidance to subordinate supervisors and team, to achieve effective resolutions of customer concerns. Ensures complaints are tracked and resolved promptly.
• Anticipates customer and team needs. Review customer feedback on social media platforms and survey data. Partners with Marketing to ensure the website and social media pages release pertinent information.
• Plans, assigns, and coordinates workflow between teams and with other divisions of the agency. Confers with staff and representatives of other divisions in decision-making, clarifying information, and resolving problems.
• Manages work processes and systems, instructing the team on the proper use of the systems, methods, procedures, and rules and regulations of the Lottery.
• Creates, develops, and implements policies and procedures.
• Maintains critical external partnerships to ensure business operations.
• Oversees the condition of all internal office selling locations, including the internal office space, public lobbies, entrances, and the promotion van.
• Works with the team to create a clean, friendly, safe, and inviting experience for customers and staff.
• Brings all safety and/or security issues to the attention of appropriate Lottery personnel.
• Oversees the ordering of Arizona Lottery merchandise in collaboration with the Marketing Division and ongoing management of merchandise inventory and distribution.
• Other duties as assigned.

What You'll Bring

• Bachelor's degree in business administration or business management.
• This position does require a valid Driver's License and a clean driving record.
• 5 + years of experience in customer service and/or sales roles.
• 3 + years of management experience.
• Travel to all Lottery offices is required and to the Promotions Van events as needed.
• 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.
• We are unable to sponsor or transfer visas.

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.