Customer Service Manager/CRM Contract Manager

The Ohio Lottery Commission is an exciting organization offering career opportunities across many different business functions.  For more than 50 years, the Ohio Lottery has been building an amazing organization committed to growth and giving back – and having fun while doing it.  Our mission is:  Supporting education by offering entertaining gaming experiences.  Our vision is:  Investing in Ohio’s students and communities through gaming innovation. 

We are looking for smart, passionate and creative people to join our team and help us achieve our mission.  We embrace challenge, foster an inclusive culture, and value integrity, innovation and winning.

 

Click here to visit our website and learn more about our agency and the products we offer.  Check us out on LinkedIn, Facebook, Twitter, Instagram, and YouTube!

If you are ready to play...Come join us!

You are required to submit your resume as an attachment with your online employment application.

What You'll Do:

Responsibilities of the Customer Service Manager/CRM Contract Manager position include but are not limited to:

• Manages the daily operations of the Customer Service Center ensuring efficient, professional and consistent customer service.

• Supervises Customer Service Center staff.  Plans, directs, and manages work assignments and work progress. Provides direction, evaluates staff, identifies staff training needs, coaches and trains staff.

• Develops and maintains Customer Service Center procedures and processes to improve customer service, productivity, response times and overall effectiveness.

• Ensures customer service provided complies with Ohio Lottery Commission Customer Service Standards.

• Monitors Customer Service Center performance and operational metrics, identifying trends, service issues and opportunities for improvement.

• Serves as the agency Customer Relationship Management system (CRM) subject matter expert.

• Analyzes and evaluates CRM functionality and business processes and recommends improvements to enhance customer service, employee efficiency, reporting and system utilization.

• Participates in strategic planning and process improvement initiatives involving the Customer Service Center and CRM.

• Serves as CRM System Contract Manager.

  • Manages the CRM system contract. 

  • Enforces all components of contract.

  • Develops contract monitoring plans.

  • Establishes vendor performance measures and requirements.  Ensures vendor is meeting service level agreements.  Holds vendor accountable and ensures vendor performs according to expectations.  Ensures compliance with contractual requirements and deliverables.  Monitors vendor performance and contractual obligations including service levels, system availability, issue resolution, project milestones and deliverables.

  • Demonstrates deep understanding of and remains up-to-date with contract.

• Serves as primary agency liaison to CRM system vendor for entire agency.  Coordinates the identification, documentation and resolution of vendor and CRM-related issues and escalates critical issues to senior leadership and vendor representatives when necessary.  Coordinates communications with vendor.  Facilitates ongoing business needs with vendor.  Collaborates with vendor and agency stakeholders to coordinate CRM system enhancements, upgrades, configuration changes and implementation of new functionality. Participates in user acceptance testing.

• Serves as CRM liaison to agency users, Regional Sales Offices and other Ohio Lottery Offices.  Ensures proper CRM implementation and usage by users.  Facilitates communications between CRM vendor, Customer Service Center, IT staff and other Ohio Lottery Offices to ensure system functionally aligns with operational needs.  Answers questions and resolves issues.  Trains users.

• Performs other duties and works on special projects as directed.

Official State of Ohio Classification:  Program Administrator 3 (63124)

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

5 years training or 5 years experience in business administration, management or public administration. 

-Or completion of undergraduate core program in business administration, management or public administration; 36 months training or 36 months experience in supervisory, administrative &/or managerial position. 

-Or completion of undergraduate core program for academic field of study commensurate with program area to be assigned per approved Position Description on File; 36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position involving planning, research &/or policy/procedure development. 

-Or 1 year experience as Program Administrator 2, 63123. 

-Or equivalent of Minimum Class Qualifications For Employment noted above. 

Job Skills: Program Management, Computer Literacy, Customer Service, Management, Customer Focus, Leading Others, Responsiveness

EXTERNAL APPLICANTS INVITED

NOTE:

You are required to submit your resume as an attachment with your online employment application.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Start date immediately.

This position is exempt (ineligible for overtime) from the Fair Labor Standards Act.

The applicant is required to provide details of minimum qualifications on the application form.  Failure to do so will prohibit consideration of the applicant.  If an interview is offered, supporting documentation/paperwork (e.g., college transcripts, DD Form 214 for veterans, copy of pertinent license or certifications, etc.) will be required at the time of the interview.

New hires agree to participate in the State of Ohio Direct Deposit of Paycheck Program per Section 124.151(B) of the Ohio Revised Code.

Internal and external applicants please submit ADM-4268 (Civil Service Application) to the Ohio Lottery, Office of Human Resources, no later than 11:59PM of the posting deadline date listed.  Applications received after 11:59PM on the designated deadline date will not be considered.  Applications must be submitted online at http://careers.ohio.gov/.  Paper applications will not be accepted or considered.  All questions concerning employment opportunities with the Ohio Lottery should be directed to the Ohio Lottery, Office of Human Resources at [email protected].   You may also call the TDD number at 1-800-750-0750 (toll free).  The Ohio Lottery does not discriminate on the basis of race, religion, color, sexual orientation, national origin, ancestry, age, sex, gender identity or expression, mental or physical disability, genetic information, veteran status and/or military status in employment or the provision of services.  NOTE:  Those who are contacted for an interview should inform the Ohio Lottery Office of Human Resources as soon as possible if, as a result of a disability, they will need an accommodation to participate in any phase of the interview process.  Such notice will not affect your eligibility to apply for this position.

BACKGROUND INFORMATION

CONVICTION OF A FELONY, OR A MISDEMEANOR OF THE FIRST, SECOND OR THIRD DEGREE, WHICH INVOLVED GAMBLING, FRAUD OR MISREPRESENTATION, THEFT, OR ANY CRIME OF MORAL TURPITUDE, PROHIBITS AN APPLICANT FROM BEING SELECTED FOR THIS POSITION, AS LONG AS THE RECORD OF THE CONVICTION HAS NOT ALREADY BEEN SEALED.  ORC 3770.021

EMPLOYMENT CONTINGENT UPON SUCCESSFUL COMPLETION OF A CRIMINAL BACKGROUND CHECK AS REQUIRED BY SECTION 3770.02(D) OF THE OHIO REVISED CODE.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.