Customer Service Representative
3 weeks ago
About the Role
We are seeking a skilled Customer Service Representative - Retailer to join our team at Ontario Lottery and Gaming (OLG). As a key member of our customer care team, you will be responsible for establishing quality retailer interactions and relationships that enhance the OLG brand and strategic direction.
Key Responsibilities
- Create great retailer experiences at every interaction to establish a strong customer-centric OLG brand
- Develop and maintain 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 retailer inquiries regarding products, services, and promotions
- Offer 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
- Escalate retailer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
Requirements
- 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
About OLG
OLG is a socially responsible company that gives back all its profits to the province and people of Ontario. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.
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