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Hotline Operator 1

1 month ago

St Albert, Canada Alberta Gaming, Liquor and Cannabis Full time

**Hotline Operator 1**

**ABOUT AGLC**
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.

**ABOUT BUSINESS DEVELOPMENT OFFICE - CUSTOMER CARE**

The Business Development Office - Customer Care branch is responsible for providing efficient and effective delivery of support services required for all provincial gaming retail networks, inclusive of over 2800 Lotto Spot retailers, over 700 VLT retailers and 29 Casinos/Racing Entertainment Centres as well as support for the Cannabis retail network, which is comprised of over 750 cannabis retailers. Our mission is to support our business teams and their achievement of annual revenue targets through provincially operated gaming and cannabis activities that align with AGLC's vision of responsible gaming and delivery of safe cannabis. Customer Care enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

AGLC call centres support all retail networks in the Province of Alberta, albertacannabis.org, provide dispatch support to AGLC technicians, triage support for IT, Regulatory, Business Development Office teams and public support calls including retailer training programs and the Customer Complaint lines.

**ABOUT THE POSITION**

**Hotline Operator 1**
**Job Req**:2095
**Location**:St. Albert Office, Stettler
**Division/Branch**:Office of Exec VP, Business Development / Office of Exec VP, Business Development
**Classification**:Administrative Support 3 (073)
**Status**:Union
**Employment Status**:Permanent Part Time
**Salary**:$23.86 - $29.13
**Closing Date: September 7, 2023**

**JOB SUMMARY**

Are you looking for a rewarding career? Do you want to be a part of an organization that helps Alberta’s communities grow and prosper? If so, we have a position for you We are searching for enthusiastic individuals who will strive for excellence in customer service to fill** two permanent part time** Customer Care Agent position.

Reporting to the Team Leads, Customer Care Agents (CCA’s) provide support and service to various internal and external stakeholders including but not limited to Cannabis & Liquor inquires, order issues, complaints (Liquor, Tobacco, Cannabis, Gaming), Supporting AGLC’s Video, Casino, and Ticket Lottery Networks, as well as player support with Winner’s Edge and Play Alberta programs. CCA’s also provide internal stakeholder support to cross divisional areas of AGLC.

**SKILLS & ABILITIES**
- A High School diploma with a minimum of 2 years experience in a Customer Service environment is required.
- Previous call centre experience would be preferred.
- High proficiency with Microsoft office (Word, PowerPoint, Excel, and Outlook) is an asset.
- Experience working in a regulatory customer-centric environment is also an asset.
- Industry specific knowledge of Gaming would be considered an asset.

**NOTE**:

- To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
- As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
- AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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