Customer Service Unit Supervisor - Kingman, United States - Pollard Banknote Limited

Description

Position Summary:

This position will perform a variety of tasks regarding customer, vendor and retailer services.

Job Duties and Responsibilities:

• 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.

Supervisory Responsibility:
Supervise Customer Service Representatives and manage unit personnel needs, conducts performance appraisals and determines training needs of staff.
Fiscal Responsibility:

• None.

Internal/External Contacts:Internal Contacts:

• Pollard HR Team.
• Managers, Supervisors, and employees at Arizona.
• U.S. employees.

External Contacts:

• Customers
• Retailers
• Vendors

Access to Confidential Information:

• This position does have access to confidential information.

Education Required:

• Associate's Degree preferred or equivalent work experience.

License/Certification Required:

• This position does require a valid Driver's License and clean driving record.

Experience Required:

• 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

Abilities Required:

• 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.

Behaviors and Competencies Required:
1. Demonstrates Integrity

• Holds true to Company standards and values.
• Makes strategic judgments while balancing competing interests.

2. Driven to Succeed

• Achieves outstanding results in their areas of responsibilities.
• Demonstrates and expects accountability.
• Seeks opportunity to have impact.

3. Passionate About Understanding and Meeting Customer Expectations Rev. B [Publish Date] Page 3 of 3

• Driven to understand and meet the needs of our customers.
• Pursues feedback on our performance.
• Exhibits confidence in delivering great solutions to our customers.

4. Develops and Inspires the Team

• Builds and retains talent, provides opportunities for growth, recognizes and rewards achievement.
• Motivates and encourages.
• Fosters an open, inclusive, and respectful environment.

5. Builds Enduring Relationships

• Seeks opportunities to actively listen.
• Maintains a broader perspective of the Company and the industry.
• Develops well thought out solutions.
• Conveys ideas and communicates with impact.

6. Exercises Good Judgment

• Looks for the root cause of problems to determine the best solution.
• Deploys common sense.
• Does the right thing.

7. Demonstrates Commitment

• Cares deeply about the Company.
• Puts the success of the Company first before departmental or individual goals.
• Goes above and beyond when necessary.

8. Embraces Change and Inspires Innovation

• Challenges the status quo.
• Champions creative thinking and new ideas
• Ready to take planned risk.
• Translates ideas into innovative action and results.

Physical Demands:

• Prolonged periods of concentration in front of a computer.
• Must be able to lift up to 25 pounds.
• Periods of standing and walking.

Environment:This position is primarily in an office environment. In the manufacturing facility, there may be exposure to thenfollowing:

• Some solvent smell, dust, and dirt (solvents used are non-toxic and environmentally friendly)
• Moderate contact with grease.
• Loud noises (hearing protection is provided).

Work Schedule: Irregular hours and extra hours are regularly required based on the demands of the job. Position is overtime ineligible.
Travel Requirements: Travel is required.
Contact/Resume Submission: Cassie B -
Pollard Banknote offers a challenging, team-oriented environment, competitive compensation, profit sharing program, company pension and opportunities for professional development.
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.