Customer Service Representative
1 month ago
We are seeking a highly skilled and customer-focused Customer Care Specialist - Retailer to join our team at Ontario Lottery and Gaming (OLG). As a key member of our customer service team, you will be responsible for establishing quality retailer interactions and relationships that enhance the OLG brand and strategic direction.
Your Role in the Game- Create exceptional retailer experiences at every interaction to establish a strong customer-centric OLG brand.
- Develop and maintain in-depth knowledge of all OLG products, services, and promotions to ensure retailers receive accurate information.
- Develop and maintain knowledge of all procedures to ensure compliance with organizational policies, corporate information, and risk protocols.
- Serve as the primary point of contact for retailers' questions regarding products, services, and promotions to ensure retailers continue to serve as a strong partner to OLG.
- Offer expert advice and guidance on products, services, and promotions to ensure retailers continue to serve as a strong partner to OLG.
- Perform on-boarding tasks for retailers, such as setting up terminal installs, maintaining and updating retailer accounts, supporting AGCO licensing, and ensuring retailers are set up for success.
- Continuously seek opportunities to improve department policies, processes, and procedures to ensure efficient and effective operations.
- Elevate retailer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved.
- Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities.
- Work Experience: Relevant experience in customer service, sales, or a related field.
- Education: University degree or college diploma in a relevant field or equivalent work experience; understanding of gaming, entertainment, or other similar industries is preferred.
- Critical Skills: Customer service excellence, communication, interpersonal, problem-solving, troubleshooting, flexibility to work outside of regular business hours to support business operations.
- Collaboration & Fun: Inclusive and collaborative work style while creating fun and excitement in our work.
- Integrity and Trust: Do what's right and operate with transparency and openness.
- Part of a Bigger Picture: Socially responsible company that gives back all its profits to the province and people of Ontario.
- Flexible Work Environment: To help balance both work and life.
- You Matter: Family-friendly work practices and hybrid work.
- Freedom to Innovate: Supports new and better ways to be successful.
- Be Your Authentic Self: Environment that values diversity as a source of strength.
- Learning Galore: 24-7 access to robust online learning programs.
- Public Service Pension Plan: Participate in a major defined benefit pension plan sponsored by the Government of Ontario.
- Variable Pay Program: Performance-based incentives to share in our success (Permanent OLG Employees Only).
At OLG, our purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines, including lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer-obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development, and growth opportunities. OLG is embracing more flexible work options and family-friendly work practices, including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose and ensuring our business delivers meaningful benefits for the people of Ontario. OLG's net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG, go to our website at https://www.olg.ca/.
We look forward to hearing from you, interested applicants please apply online by August 25, 2025, at https://www.olg.ca/careers/.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at hr@olg.ca if you require accommodation at any time throughout the hire process.
We thank you for your interest in this opportunity; however, only those individuals selected for an interview will be contacted.
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