Pt Customer Contact Representative

**_All Manitoba Liquor & Lotteries employees may apply. _**_Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply. _**

**_If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs._**

**Job Purpose**:
The Customer Contact Representative - Lottery is responsible for generating external customer orders for Manitoba Liquor & Lotteries lottery goods and services over the telephone. This position conducts outbound calls to the Manitoba lottery retailer network for orders, as well as receiving calls from Manitoba Liquor & Lotteries retailers and licensees. The incumbent provides customer service, and maintains various database information, reports and various ordering systems.

Please note that this is a designated French/English bilingual position.

**Responsibilities**:

- Contact Retailers by telephone to determine and recommend sufficient levels of lottery products and supplies.
- Provide customer service through regular contact, and encourage and motivate retailers to maximize sales and participate in various promotions.
- Advise Retailers of up and coming promotions, new ticket releases and buybacks.
- Liaise with Lottery Commercial Gaming Representatives regarding retailer orders, retailer training, emergency ticket and supply orders, etc.
- Maintain weekly and biweekly retailer call schedules.
- Receive calls from organizations requiring bingo paper and breakopen tickets and initiate order process.
- Receive and initiate emergency product and supplies orders.
- Accept cheques/cash for bingo and breakopen product and forward to Finance on a weekly basis, following the Blue Bag procedure for the transporting of cash to Finance.
- Participate in the VLT late payslip and Bingo/Breakopen Return processes and forwarding appropriate information to Finance.
- Compare Autopay reports on a weekly basis and forward to Western Canada Lottery Corporation (WCLC) Gaming Operations.
- Participate in retailer visits with Lottery Commercial Gaming Representatives to enhance the service delivery value option to the retailer network.
- While conducting site visits, look for and recommend improvements to inventory management of SNW tickets at retail to improve revenues.
- Respond to retailers and licensees inquiries. Redirect calls as required.
- Follow up on inquiries regarding orders, quantity, and product errors, and missed deliveries.
- Accept returns/deliveries for lottery goods.
- Assist customers/guests.
- File related documents.
- Print and send product purchase reports for Licensee audits, upon request.
- Provide input into system changes and test new systems.
- Ensure sufficient inventory of used playing cards are on hand to fill orders from Community Relations Charitable Program.
- Support and comply with Corporate Social Responsibility policies, procedures, and practices.
- Complete required courses and video training.
- Other related duties as assigned.

**Primary Qualifications**:

- Completion of a Grade XII High School diploma or G.E.D. equivalent.
- Bilingual (French/English) language skills.
- A minimum of one year experience in telemarketing sales or customer service.
- Excellent communication and interpersonal skills.
- Experience and proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams and Outlook).
- Experience with inventory management is an asset
- Post-secondary education in business or a related field, or equivalent combination of training and experience, is an asset.
- Upgrading is required to keep current with changes and enhancements of policies and procedures within the Customer Contact Centre.
- The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

**Secondary Qualifications**:
N/A
- **Testing may form part of the screening/selection process. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased depending on the Collective Agreement._
- We thank all interested applicants, however, only those selected for interviews will be contacted._

**A Great Place to Work Enjoy fantastic benefits with our Total Rewards package**

**Work/Life Balance and Wellness**
- **Discretionary Time**: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50