Inbound Specialist iGaming

**This posting is for our cluster partner, OLG**

Inbound Specialist OLG Support Centre – iGaming

Location: Sault Ste. Marie, Ontario, Canada
OLG Site or Facility: Foster Drive Office
Number of Positions: 9
Job Type: Permanent
Length of Contract:
Department/Division: OLG Support Centre
Posted Date: 11/26/2018
Posting Expiry Date: 12/9/2018

Ontario Lottery and Gaming Corporation (OLG) is committed to delivering gaming entertainment that maximizes economic benefits for the people of Ontario in an efficient and socially responsible manner. We are able to deliver on this commitment through the strength of our prime asset – our people.

Inbound Specialist OLG Support Centre – iGaming

Multiple full-time positions available in our Sault Ste. Marie (northern Ontario) office
Relocation assistance may be available for qualified candidates
Position Summary

Reporting to the Manager OLG Support Centre – iGaming, the Inbound Specialist OLG Support Centre – iGaming is responsible for establishing quality customer interactions and addressing inquiries in a manner that aligns with OLG’s customer-centric values.

This position requires an individual who is flexible, adaptable to change and thrives within a dynamic shiftwork environment (24 x 7 x 365).

What you will be doing:

Creating great customer experiences during every interaction to establish a strong customer relationship
Documenting and recording all interactions, such as phone calls, emails, chat and social media – to monitor and analyze customer experiences
Developing and maintaining knowledge of all OLG products, services and promotions to ensure customers receive accurate information
Developing and maintaining knowledge of all OLG procedures to ensure compliance with organizational privacy, information and risk protocols
Serving as the primary point of contact for customer questions regarding products, services and promotions to support customers in optimizing their value from OLG offerings
Offering advice and guidance on products, services and promotions to enhance the customer’s interaction and value-add from OLG offerings
Providing troubleshooting and escalating to vendor, as necessary, to ensure smooth and quality OLG interactions
Escalating customer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
Continuously seeking opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
What we’re looking for:

University degree or college diploma in relevant field, or equivalent work experience
3+ years of experience working in customer service
3+ years of experience working in complex, challenging environments
Experience in gaming, entertainment or other similar industries preferred
Knowledge of Microsoft applications, internet and proficient keyboarding skills
Ability to work shiftwork, including weekends and holidays, in a 24 x 7 x 365 environment
Excellent customer service, communication (verbal and written) and interpersonal skills to effectively interact with internal and external stakeholders
Sound problem-solving and troubleshooting skills
Licenses, Registrations, Certificates:

AGCO Category 2 Gaming Assistant Registration (Initiated at offer stage – employment is conditional upon obtaining and maintaining this license)
What we offer:

Competitive salary, benefits, defined benefit pension plan and variable pay program
Extensive training and professional development programs
Generous leave plans
Flexible work environment
Exclusive employee perks
Get involved with Bet on Green Program to help reduce OLG’s environmental impact
Support OLG Charities including Federated Health Campaign, United Way Campaign and other fundraising efforts for local charities
Plus, you’ll contribute to the transformation of lottery and gaming in Ontario through OLG’s business transformation initiative. Visit our website for more information.
Please apply online by 5:00PM on December 9, 2018

We thank all applicants for their interest, however only those being considered for an interview will be contacted.

OLG values diversity and is an equal opportunity employer. OLG is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.