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.