Bilingual Inbound OLG Support Centre (OSC) Specialist
Sault Ste. Marie, Ontario, Canada
1d ago

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

This is a shift work position in a 24 x 7 x 365 environment.Must be able to work a variety of rotating shifts (8.25 hour and 10 hour shifts) including day, afternoon, evening and night shifts, on weekdays, weekends and public / paid holidays.

What you will be doing :

  • Create great customer and retailer experiences at every interaction to establish a strong customer-centric OLG brand
  • Document and record all interactions, such as phone calls, emails and social media in order to monitor and analyze customer and retailer experiences
  • Develop and maintain knowledge of all OLG products, services and promotions to ensure customers and retailers 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 for customer and retailer questions regarding products, services and promotions 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
  • Troubleshoot lottery terminals and escalate to vendor, as necessary, to ensure smooth and quality OLG interactions
  • Escalate customer and retailer 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
  • What we’re looking for :

  • Post-secondary degree or diploma in a relevant field or equivalent combination of education, training and work experience
  • 3+ years of experience in customer service
  • 3+ years of experience working in complex, challenging environments
  • Must be bilingual English and French
  • Understanding of gaming, entertainment or other similar industries is preferred
  • Excellent customer service and interpersonal skills
  • Strong verbal and written communication skills in English and French
  • Strong problem solving and troubleshooting skills
  • What we offer :

  • Competitive salary and ability to participate in the defined benefit pension plan provided by the Public Service Pension Plan
  • Generous leave plan
  • Extensive training and professional development programs
  • Exclusive employee perks
  • Flexible work environment
  • 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.

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