Customer Care Representative

What you'll do

Responsibilities

Customer Service / Technical Support - Provide quality service and knowledgeable customer and technical support to retailers, players, the general public, and AL field staff while maintaining corporate image and integrity.

Player Advocate - Embrace a culture that emphasizes the importance of customer experience and player advocacy by demonstrating these attributes through each interaction with our players.

Problem Solving - Analyze and identify the nature of problems by following established procedures. Engages other internal, external and third party resources as required to resolve the problem.

Communication - Strong communication (verbal and written) and active listening in order to effectively probe and analyze the issues while using interpersonal and influencing skills to reach the desired outcome of the interaction.

Two Teams

Team Retailer Support :

• Respond to inquiries and resolve calls for lottery (products sold and promoted at retail locations) and video lottery players, retailers, technicians, and the general public throughout Atlantic Canada.
• Training will be provided to effectively and efficiently respond to general retail inquiries, and to troubleshoot hardware (communication and terminal) devices at both Lottery and Video Lottery establishments.

Team Player Support :

Respond to inquiries and / or resolve calls for online lottery players and the general public related to promotions and lottery games available for sale on alc.

ca, iCasino, 2Chance.ca, and Proline Stadium.com throughout Atlantic Canada.

Training will be provided to effectively and efficiently assist callers on the registration and purchasing process, how to play games online, and to troubleshoot accessing and playing via electronic web browsers and devices (i.

e. PC, laptop, mobile, and iPads).

What you'll need

Qualifications

Education and Experience :

• 1-2 years of experience in a contact center or help desk environment providing technical support;
• Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.) with above average keyboarding skills, internet and computer navigation;
• Aptitude for providing technical support and;
• Must be 19 years of age or older to apply.

Professional Skills :

• You have outstanding verbal and written communication skills;
• Available to work a variety of shifts during our current operating hours (8am - 11pm);
• Ability to deal with sensitive situations and ensuring confidentiality;
• Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns and;
• Ability to multi-task, problem-solve, prioritize and competently handle a variety of activities with a high degree of accuracy in a fast-paced, customer-driven environment.

Assets :

• Experience with lottery and / or gaming environment.
• Bilingualism (French & English) considered to be an asset.

Work Availability :

Available to work the following Hours of Operations, including scheduled statutory holidays :

• Team Retailer Support : 7 am to 10 pm from Monday to Friday, and 8 am to 10 pm Saturday and Sunday.
• Team Player Support : 8 am to 11 pm from Monday to Sunday.

You will need to work a Saturday or Sunday, not both, and always scheduled with 2 consecutive days off.

Recruitment Process :

The last couple of years has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person.

Please note that the successful candidate will be subject to reference and criminal background checks, Predictive Index (PI) Assessments / Testing prior to employment.