Customer Support Representative

5 hours ago

Kingston, Canada Casino Time Full time

**Job Description - Customer Support Representative**

**Overview**:
Casino Time is a new iGaming operator within Ontario's regulated Charitable Gaming industry, which has been proudly providing direct fundraising to over 2000 charities for over 50 years. Casino Time is 100% Canadian owned and operated, and is dedicated to serving the Ontario region exclusively, and each of the other Canadian provinces as they become regulated. Casino Time's mission is to create the best possible gaming experience for our players, through relentless product iteration, personalized and local customer service, and a memorable brand experience. Casino Time will bring the best elements of community-based gaming online, utilizing the best available technology in each key functional area. Our brand will always embody the comfort, accessibility, and safety of a local gaming experience, while delivering the excitement, adrenaline, and stakes of a world-class gaming product. We are building our winning team and look forward to welcoming you

**Full Time Hourly Position - *Open Availability**

**Job Title**: Customer Support Representative

**Reports to**: Operations Manager and Customer Support Supervisor

**Position Type**:Full Time Hourly Position

**Position Pay Range**:$18 - $20 / hour based on experience.

**Department**: Customer Support

**Location**: 1600 Bath Road, 2nd Floor, Kingston, ON, K7M 4X6

**Job Summary**:
As a Customer Support Representative (CSR) for Casino Time, you will be conducting the daily operations of our Customer Support department. Your responsibilities include resolving customer queries, recommending solutions, and providing positive customer experiences through enhancing business relationships.

**Key Responsibilities**:

- Promote the Casino Time brand through your problem-solving capabilities and effective communication skills.
- Identify customer needs and assist in navigating platform features.
- Update internal databases with information about technical issues and useful discussions with customers.
- Ability to always maintain professionalism, make decisions, and work independently.
- Ability to develop effective solutions to difficult problems or situations.
- Administer and maintain customer player accounts and records.
- Ability to escalate issues to appropriate level of management when required.
- Ability to comply with AGCO Standards and iGO regulations.
- Be a self-starter and reliable.
- Request training on any procedures or software you are unfamiliar with.
- Complete other tasks as assigned.

**Specific Requirements**:

- Possess a clean criminal background check (within the last 3 months).
- Ability to stand or sit while working shifts of up to 12 hours.
- Experience with help desk or live chat software is an asset.
- Ability to multi-task and navigate various software simultaneously.
- Previous experience in a customer service or call center environment.
- Ability to work weeknights and weekends with varying shifts.
- Experience with using Microsoft Office product suite.
- English proficiency and comprehension (spoken and written).

**Job Types**: Full-time, Permanent

**Salary**: $18.00-$20.00 per hour

**Benefits**:

- Casual dress
- On-site parking

Schedule:

- 12 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

**Education**:

- Secondary School (required)

**Experience**:

- Customer service: 3 years (preferred)

Ability to Commute:

- Kingston, ON K7M 4X6 (required)

Work Location: In person

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