Customer Care Specialist - Player / Retailer

Range:

53,600.00 - 80,400.00 CAD

Job Description:

Customer Care Specialist – Player / Retailer

We are ready to take this game to the next level and need someone passionate about delivering exceptional customer experiences to join our team as a Customer Care Specialist - Player/Retailer. In this role, you will serve as a key point of contact for players, retailers, potential customers, and members of the public, providing professional, timely, and accurate support across OLG's products, services, and promotions. Through every interaction, you will help strengthen OLG's customer-centric culture while promoting responsible play and maintaining the highest standards of service excellence.

YOUR ROLE IN THE GAME

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

• Deliver exceptional customer service experiences across all customer interactions, supporting OLG's commitment to a customer-centric culture.

• Serve as the primary point of contact for player, retailer, and public inquiries related to OLG products, services, promotions, and programs.

• Provide advice, guidance, and information to help customers maximize their understanding and use of OLG offerings.

• Document and accurately record customer interactions to support reporting, issue resolution, and continuous improvement initiatives.

• Develop and maintain knowledge of OLG products, services, promotions, policies, and procedures to ensure accurate and consistent customer support.

• Escalate customer concerns and complex inquiries as appropriate to ensure timely resolution and customer satisfaction.

• Ensure compliance with privacy, information management, risk management, and organizational policies and procedures.

• Promote Responsible Gambling and PlaySmart principles in all customer interactions.

• Identify opportunities to improve customer service processes, procedures, and overall operational effectiveness.

• Contribute to a collaborative and positive team environment focused on delivering outstanding customer experiences.

WHAT YOU BRING TO THE GAME

Education & Experience:

• University degree, college diploma, or an equivalent combination of education and relevant customer service experience.

• Minimum 2 years of customer service experience in a customer-focused environment.

• Experience working in complex, fast-paced, or high-volume environments while managing multiple priorities.

• Experience resolving customer inquiries and delivering solutions that support positive customer outcomes.

• Understanding of gaming, entertainment, hospitality, retail, or similar customer-facing industries is considered an asset.

• Bilingual (English/French) or unilingual candidates may be considered based on business requirements.

• Ability to work in a 24/7/365 operational environment, including shift work, weekends, holidays, and evenings as required.

Relevant Skills:

• Strong customer service skills with a commitment to delivering exceptional customer experiences.

• Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse customer base.

• Strong problem-solving and troubleshooting skills with the ability to resolve issues efficiently and professionally.

• Ability to remain calm, professional, and customer-focused in challenging situations.

• Strong multitasking skills with the ability to manage multiple customer inquiries, systems, and priorities simultaneously.

• Strong attention to detail and accuracy when documenting customer interactions.

• Ability to learn and maintain knowledge of products, services, promotions, policies, and procedures.

• Strong organizational and time-management skills with the ability to manage competing priorities.

• Commitment to responsible gaming principles and customer care best practices.

• Collaborative and team-oriented approach to achieving service excellence.

• Demonstrates integrity, professionalism, and accountability in all customer interactions.

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Comprehensive, employer-paid group benefits coverage.

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

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

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

• Growth Focus: Become your best self with comprehensive support for your professional development.

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