Retail Operations Customer Support - Part Time

Department Information

The mission of the Colorado Department of Revenue (CDOR) is to become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive. We are driven by our values of service, teamwork, accountability, integrity, and respect.

The vision of the department is to empower businesses and individuals through quality customer service, innovation, and collaboration. We celebrate diversity and support an equitable and inclusive culture. We embrace our differences because we believe this brings innovation to our work.

We are hiring a customer service oriented and highly organized individual to be part of our Retail Operations Support Team in our Lottery Division!

Retail Operations provides the sale of Lottery products, claims processing, redemption of prizes, and customer service at the Pueblo, Denver, Grand Junction, and Ft. Collins Claims Counters, including providing customer service support to retailers and sales/marketing support such as coordinating retailer equipment installations/removals, ticket orders, mobile app support, and addressing consumer inquiries.

This part‑time role supports daily operations and provides customer service to Colorado residents and retailers during scheduled shifts. Cash handling responsibilities are a regular part of the position, ensuring all funds are accurately processed, reconciled, and properly deposited.

• Processes claims using the Claims and Payment system, ensuring paperwork accuracy and verifying personal information.
• Coordinate with investigators on stolen, altered, or high‑tier prize tickets requiring special handling.
• Provide retail operations backup, including ticket order placement, inventory restocking, and vending machine support.
• Maintain and reconcile ticket vending machine inventory, ensuring alignment with established standards.
• Manage daily vault operations, including warrant stock requests, reimbursement checks, cash handling, and bank deposits.
• Perform cash audits and reconciliations for both vending machines and counters.
• Handle daily mail room functions, including sorting, delivering, logging, and preparing outgoing mail and packages.
• Maintain records of mail and package processing for audit and performance tracking purposes.

• Provide in‑person and phone customer service at the Grand Junction Claims Center regarding games, gameplay, prize claims, ticket verification, and Lottery Mobile App issues.
• Respond to consumer inquiries via phone and email, researching answers using internal resources, and assist with game rules, bonus/promotional drawing, and My Lottery account troubleshooting.
• Manage product sales, jackpot ticket creation, bonus drawing schedules, and promotional displays while maintaining documentation and performance metrics.

• Maintain a clean, organized, and ADA compliant office by managing common areas, supplies, surplus, and vendor coordination for repairs.
• Collaborate with Office Lead, Facilities, and DPA to resolve equipment issues and evaluate upgrade or replacement options requiring leadership approval.

This posting is only open to residents of the State of Colorado at the time of submitting your application.

• Three (3) years of relevant experience in a general clerical and/or public facing customer service role.

A combination of related education and relevant experience in a general clerical role and/or public facing customer service role equal to three (3) years. Appropriate education will substitute for the required experience on a year‑for‑year basis.

• State experience in a regulatory environment.
• Experience providing customer service in person, on the phone, and via email.
• Excellent communication and interpersonal skills.
• Proven ability to work independently and accept supervision.
• Proven success in organizing and tracking workload.
• Mic…