Customer Care Specialist

Description:

YOUR ROLE IN THE GAME

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

• Create great retailer experiences at every interaction to establish a strong customer-centric OLG brand

• Develop and maintain knowledge of all OLG products, services and promotions to ensure retailers receive accurate information

• Develop and maintain knowledge of all procedures to ensure compliance with organizational policies, corporate information and risk protocols

• Serve as the primary point of contact for retailer’s questions regarding products, services and promotions to ensure retailers continue to serve as a strong partner to OLG

• Offer advice and guidance on products, services and promotions to ensure retailers continue to serve as a strong partner to OLG

• Perform on-boarding tasks for retailers, such as setting up terminal installs, maintaining and updating retailer accounts, supporting AGCO licensing and ensuring retailers are set up for success

• Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations

• Escalate retailer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved

• Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities