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.

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.

• 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.
• Update and modify call schedules when new Retailer applications are accepted or cancelled.
• 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.

• 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.

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 days.
• Hybrid Work Model for Eligible Positions: Remote/Office work for eligible positions.
• Flex Time: Flexible shifts and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee's basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, or to purchase fitness equipment for personal health and wellness.
• Diversity and Inclusion: Our Diversity, Equity and Inclusion Committee is made up of employees from across the organization who are passionate about bringing diversity and inclusion to life.
• The Together Project: At Liquor & Lotteries, Caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee's long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Choose from a variety of options to best fit your needs. Includes coverage for prescription drugs, vision, dental, ambulance, extended health options and more for you and your eligible dependents. Health Spending Account: Depending on the option you choose, you may receive up to $1,750 towards eligible medical or dental expenses.

Flex Credit: Depending on the bargaining unit and status, you may be provided with a Flex Credit amount to purchase some or all of Group Life Insurance, Accidental Death and Disablement Insurance & Dependent Life Insurance.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg, and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond, and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues, and service providers.