Dream Ambassador

Range:
66,400.00 - 99,600.00 CAD

Job Description:
Dream Ambassador

GAME ON - OLG needs you

We’ve said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Dream Ambassador to facilitate OLG’s brand aspirations through delivery of VIP-level service to winning customers at the Prize Centre. Working as part of the Dream Ambassador team, you will be directly responsible for guiding winners through the end-to-end prize claims journey; and ensuring a positive experience with OLG by creating moments of delight. A successful Dream Ambassador will thrive in a face-to-face customer environment, have a passion for creating enhanced brand experiences, and adhere to internal controls while processing high value claims. Our Dream Ambassadors will also assist our winners in articulating their stories to develop content for marketing and PR consumption and have creative freedom to elevate the bar as it relates to onsite engagement and content generation.

YOUR ROLE IN THE GAME

Reporting to the Senior Manager, Prize Centre Operations, you will be empowered to:
Customer service and hospitality- As the face of OLG at the Prize Centre, ensure that every customer has a positive and memorable experience during the prize claims process.- Respond to customer inquiries and concerns related to prize claims, providing clear information and guidance on Prize Centre policies and processes.- Drive adherence to an aligned service experience and continuously operationalize adjustments in service of CES, CSAT, and content generation KPIs.- Employ a “Customer First” philosophy, meeting, and exceeding customer expectations to create brand advocates.- Accommodating needs of our Winners, by partnering with our peers to provide a superior customer experience.

Marketing communications & content creation- Interview and document winner’s stories content (stories, visuals, etc.) for the purpose of marketing and promotion- Administer digital content onsite in support of a personalization and brand/product awareness- Partner and collaborate with Marketing and Communications teams to align with Brand direction and strategies

Live event and brand ambassador- Assist and/or facilitate live winner events at the Prize Centre and support execution of those events in addition to support of ad hoc customer engagements on the premises- Set-up/tear down/move items in Winners Area, as required to support live events and engagement initiatives

Compliance, claims process and other- Execute transactional processes and demonstrate critical thinking as it relates to prize claims processing to ensure swift and accurate disbursement of legitimate claims in compliance with OLG’s policies.- Be the voice of our customer, relaying opportunities for improvement to leader as we evolve to a continuous improvement mindset capable of incremental delivery.- Other duties as required.

WHAT YOU NEED TO PLAY
- Work Experience:_ Minimum 3 years of recent experience serving premium customers (ex. Concierge, Brand Ambassador in luxury retail/hospitality field); experience with technology tools including content management systems (CMS), customer relationship management systems (CRM) and Customer Experience Systems (Qualtrics preferred); comfortable with adapting to new and emerging technologies; understanding of data analytics, metrics and continuous improvement; experience in social media content creation and management and a knack for storytelling (preferred).
- Knowledge and Education: _Post-secondary degree/diploma, preferably in Marketing, Communications, Hospitality, or equivalent experience; proficient in MS Suite, CRM (Dynamics), CMS and CX (Qualtrics) solutions; understanding of Gaming industry and/or Responsible Gambling (preferred)
- Critical Skills:_ Passionate about delivering exceptional in-person customer service and creating memorable experiences; works collaboratively with colleagues and cross-functional teams in a fast-paced environment; excellent written, verbal and presentation skills for diverse audiences, exercises good judgment and professionalism in unexpected situations; resourceful with effective time management and multitasking abilities; self-motivated and proactive; balances customer satisfaction with compliance standards; adept at using current adapting new technologies; ability to stand comfortably for extended periods and capable of lifting up to 50 pounds
- Collaboration & Fun_: inclusive and collaborative work style while creating fun and ex