Senior Customer Care Specialist - Player Services

GAME ON – OLG needs you

We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Senior Customer Care Specialist – Player Services to establish quality customer transactions & interactions and address inquiries in a manner that aligns with OLG’s customer-centric values.

Must be able to work a variety of shifts in a 24 x 7 x 365 environment including weekdays, weekends, and holidays. 

YOUR ROLE IN THE GAME

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

• Create great customer experiences at every interaction to establish a strong customer experience
• Develop and maintain knowledge of all OLG products, services and promotions to ensure customers receive accurate information
• 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 / escalation for Customer Care Specialists to resolve complex or challenging customer issues
• Serve as primary point of contact for customer questions regarding OLG products and services 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
• Escalate customer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
• Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
• Manage high risk escalations from customers (i.e. media, legal and Responsible Gaming threats) to ensure all issues are promptly and appropriately rectified
• Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities  
• Support the training of Customer Care Specialists on new products, services and promotions to ensure operational readiness 
• Assist in the onboarding of new Customer Care Specialists, as required, to ensure ease and excellence through the process 

WHAT YOU NEED TO PLAY

Work Experience: 3+ years of customer service experience including experience  working in complex, challenging environments (contact centre preferred)

Education: post-secondary degree/diploma in a relevant field or equivalent experience

Critical Skills: Excellent customer service, communication and interpersonal skills, effective problem solving and troubleshooting skills; comfortable working with technology and ability to learn new systems, processes and tools

Flexibility: Ability to work a variety of shifts in a 24 x 7 x 365 environment  including weekdays, weekends and holidays

​Assets: ​Understanding of gaming, entertainment, or other similar industries, experience working in a contact centre environment, understanding of OLG’s digital products, promotions, and business operations  ​ 

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness

Licenses, Registrations, Certificates:

This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

• Flexible Work Environment: to help balance both work and life

• You Matter: family friendly work practices and hybrid work

• Freedom to Innovate: supports new and better ways to be successful

• Be your Authentic Self: environment that values diversity as a source of strength

• Learning Galore: 24-7 access to robust online learning programs 

• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by.  At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at  www.olg.ca  

We look forward to hearing from you, interested applicants please apply online by April 4, 2025.

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 careers@olg.ca if you require accommodation at any time throughout the hire process.

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 careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.