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Retail Customer Support Representative
3 months ago
Salary Range:
53,400.00 CAD
Position Overview:
Customer Engagement Specialist - Retail
About OLG:
OLG is on a transformative journey to enhance the gaming experience for Ontarians through our diverse channels, including digital platforms, retail lottery, and land-based gaming. Our commitment to excellence has resulted in significant contributions to the Province of Ontario, and we are focused on expanding our reach and impact.
We are seeking a dedicated Customer Engagement Specialist - Retail to foster meaningful interactions with our retail partners, ensuring that our brand is represented with integrity and professionalism.
Key Responsibilities:
As a vital member of our team, you will:
- Deliver exceptional experiences for retailers at every touchpoint, reinforcing a customer-centric brand identity.
- Acquire and maintain comprehensive knowledge of OLG's offerings, ensuring accurate information is relayed to retail partners.
- Understand and adhere to all operational procedures to comply with organizational standards and risk management protocols.
- Act as the primary liaison for retailer inquiries regarding products, services, and promotions, strengthening partnerships.
- Provide expert advice on OLG's offerings to support retailers in their operations.
- Facilitate onboarding processes for retailers, including terminal installations and account management, to ensure their success.
- Identify and recommend improvements to departmental policies and procedures for enhanced operational efficiency.
- Address retailer inquiries promptly, escalating issues as necessary to maintain high standards of customer satisfaction.
- Promote Responsible Gambling practices and uphold the principles of PlaySmart in all interactions.
Qualifications:
Experience: Minimum of 2 years in customer service; experience in dynamic and complex environments; familiarity with administrative roles and contact center technologies.
Education: A university degree or college diploma in a relevant field, or equivalent experience; knowledge of the gaming and entertainment sectors is advantageous.
Essential Skills: Strong customer service orientation; excellent communication and interpersonal skills; adept problem-solving and troubleshooting abilities; willingness to work flexible hours as needed.
Core Values:
We value collaboration and fun, fostering an inclusive work environment that encourages creativity and enjoyment. Integrity and transparency are paramount in our operations.
Benefits of Working with Us:
- Social Responsibility: Contribute to a company that reinvests its profits back into the community.
- Work-Life Balance: Enjoy a flexible work environment that accommodates personal and professional commitments.
- Family-Friendly Practices: Experience hybrid work options that prioritize your well-being.
- Innovation Encouraged: Be part of a culture that supports new ideas and approaches.
- Diversity and Inclusion: Thrive in an environment that celebrates individuality as a strength.
- Continuous Learning: Access a wide range of online learning resources at any time.
- Pension Plan: Participate in a significant defined benefit pension plan sponsored by the Government of Ontario.
- Performance Incentives: Eligible for performance-based rewards for permanent employees.
