Senior Premium Customer Care Specialist

Range:

Job Description:

Senior Premium Customer Care Specialist – Digital (2 vacancies)

We are ready to take this game to the next level and need someone passionate to provide exemplary support to OLG's premium customers and addresses inquiries in a manner that aligns with OLG's customer-centric values. The role is accountable for inbound premium customer support and targeted outbound interaction in order to build and foster strong relationships with OLG's premium digital customer accounts, upsell, cross-sell and create value-added opportunities in alignment with the digital product strategy​.

Must be able to work a variety of shifts between 8:00am and 12:00 midnight, including weekdays, weekends and holidays. 

YOUR ROLE IN THE GAME

Reporting to the Manager Premium Customer Care, you will be empowered to:

• Provide day-to-day support through phone, chat & email to our premium iCasino, iLottery and iSports customers 

• Conduct both inbound and outbound interactions for premium and potential customers identified as part of Digital promotions or initiatives  

• Create memorable customer experiences at every interaction to establish a strong customer centric OLG brand 

• Manage customer inquiries with an account management & player retention mindset to provide superior customer support at the first point of contact 

• Complete outbound digital premium customer calls in order to deliver targeted promotions, upsell and create value-added opportunities for premium customers based on their unique customer profile, contributing to the achievement of return on investment 

• Provide ongoing high level support for Premium Service offering such as Social Media, Literature Requests, and Executive complaints

• Represent OLG and its brand at live customer appreciation events in coordination with the business, ensuring a positive experience for digital premium customers  

• Use the tools provided to ensure an exceptional customer experience through bonusing, promotions, live events and feedback appreciation 

• Document and record all customer interactions in order to monitor and analyze customer experiences; escalate common themes, issues and opportunities  

• Develop and maintain knowledge of OLG's products, services, promotions and live events to ensure customers receive accurate information 

• Uphold the high standards of Responsible Gambling and PlaySmart in all premium service interactions 

• Develop and maintain knowledge of all OLG procedures to ensure compliance with organizational privacy, information and risk protocols 

• Serve as the primary point of contact for customer questions regarding products, services and promotions to support customers in optimizing their value from OLG offerings 

• Offer advice and guidance on products, services and promotions to enhance the customer's interaction and value-add from OLG offerings 

• Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations 

WHAT YOU BRING TO THE GAME

Education & Experience:

• Post-secondary degree or diploma in a relevant field or equivalent

• 3+ years of customer service experience in Gaming/Entertainment operations; experience ​working in complex and challenging environments; experience with VIP/Premium customer relationship management​​ ​      

Relevant Skills:

• Understanding of VIP's, marketing, CRM and operations

• Customer service (verbal and written)

• Communication

• Interpersonal

• Problem solving

• Troubleshooting

• Understanding of gaming, entertainment or other similar industries

• Flexibility to work shift work between the hours of 8:00am to 12:00 midnight, including weekdays, weekends and holidays

• Bilingual (English/French) is an asset

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity, diversity, and inclusion: Core to OLG's culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you, interested applicants please apply online by February 5, 2026.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

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 if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don't meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG's Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact , Foster Drive, Sault Ste. Marie, ON, P6A 6V2.