Customer Care Specialist - Player / Retailer

Ontario Lottery and Gaming Corporation; Sault Ste. Marie; On-site; CAD 54,000 - 80,000; Full time

Benefits offered by this job

Group Benefits Plan

Variable Pay Program

Public Service Pension Plan

Paid Time-Off

Growth Focus

Equity, diversity, and inclusion

Job summary

Ontario Lottery and Gaming Corporation is seeking a Customer Care Specialist – Player/Retailer to deliver professional, timely support for players, retailers, and the public across OLG products, services, and promotions.

Reporting to the Manager, Customer Care Player Services, the role emphasizes customer-centric service, privacy compliance, and promotion of responsible play, with opportunities to contribute to process improvements and team success.

Qualifications

• Education & Experience: University degree, college diploma, or an equivalent combination of education and relevant customer service experience.
• Minimum 2 years of customer service experience in a customer-focused environment.
• Experience working in complex, fast-paced, or high-volume environments while managing multiple priorities.

Responsibilities

• Deliver exceptional customer service experiences across all customer interactions, supporting OLG's commitment to a customer-centric culture.
• Serve as the primary point of contact for player, retailer, and public inquiries related to OLG products, services, promotions, and programs.
• Provide advice, guidance, and information to help customers maximize their understanding and use of OLG offerings.
• Document and accurately record customer interactions to support reporting, issue resolution, and continuous improvement initiatives.
• Develop and maintain knowledge of OLG products, services, promotions, policies, and procedures to ensure accurate and consistent customer support.
• Escalate customer concerns and complex inquiries as appropriate to ensure timely resolution and customer satisfaction.
• Ensure compliance with privacy, information management, risk management, and organizational policies and procedures.
• Promote Responsible Gambling and PlaySmart principles in all customer interactions.
• Identify opportunities to improve customer service processes, procedures, and overall operational effectiveness.
• Contribute to a collaborative and positive team environment focused on delivering outstanding customer experiences.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Team oriented

Education

University degree or college diploma

Tools

CRM systems

Data entry

Job description

Range: 53,600.00 - 80,400.00 CAD

Job Description

Customer Care Specialist – Player / Retailer

We are ready to take this game to the next level and need someone passionate about delivering exceptional customer experiences to join our team as a Customer Care Specialist - Player/Retailer. In this role, you will serve as a key point of contact for players, retailers, potential customers, and members of the public, providing professional, timely, and accurate support across OLG's products, services, and promotions. Through every interaction, you will help strengthen OLG's customer‑centric culture while promoting responsible play and maintaining the highest standards of service excellence.

Your Role in the Game

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

• Deliver exceptional customer service experiences across all customer interactions, supporting OLG's commitment to a customer‑centric culture.
• Serve as the primary point of contact for player, retailer, and public inquiries related to OLG products, services, promotions, and programs.
• Provide advice, guidance, and information to help customers maximize their understanding and use of OLG offerings.
• Document and accurately record customer interactions to support reporting, issue resolution, and continuous improvement initiatives.
• Develop and maintain knowledge of OLG products, services, promotions, policies, and procedures to ensure accurate and consistent customer support.
• Escalate customer concerns and complex inquiries as appropriate to ensure timely resolution and customer satisfaction.
• Ensure compliance with privacy, information management, risk management, and organizational policies and procedures.
• Promote Responsible Gambling and PlaySmart principles in all customer interactions.
• Identify opportunities to improve customer service processes, procedures, and overall operational effectiveness.
• Contribute to a collaborative and positive team environment focused on delivering outstanding customer experiences.

What You Bring to the Game

Education & Experience: University degree, college diploma, or an equivalent combination of education and relevant customer service experience.

• Minimum 2 years of customer service experience in a customer‑focused environment.
• Experience working in complex, fast‑paced, or high‑volume environments while managing multiple priorities.
• Experience resolving customer inquiries and delivering solutions that support positive customer outcomes.
• Understanding of gaming, entertainment, hospitality, retail, or similar customer‑facing industries is considered an asset.
• Bilingual (English/French) or unilingual candidates may be considered based on business requirements.
• Ability to work in a 24/7/365 operational environment, including shift work, weekends, holidays, and evenings as required.

Relevant Skills

• Strong customer service skills with a commitment to delivering exceptional customer experiences.
• Excellent communication and interpersonal skills, with the ability to engage effectively with a diverse customer base.
• Strong problem‑solving and troubleshooting skills with the ability to resolve issues efficiently and professionally.
• Ability to remain calm, professional, and customer‑focused in challenging situations.
• Strong multitasking skills with the ability to manage multiple customer inquiries, systems, and priorities simultaneously.
• Strong attention to detail and accuracy when documenting customer interactions.
• Ability to learn and maintain knowledge of products, services, promotions, policies, and procedures.
• Strong organizational and time‑management skills with the ability to manage competing priorities.
• Commitment to responsible gaming principles and customer care best practices.
• Collaborative and team‑oriented approach to achieving service excellence.
• Demonstrates integrity, professionalism, and accountability in all customer interactions.

Benefits of Joining the Winning Team

• Group Benefits Plan: Comprehensive, employer‑paid group benefits coverage.
• Variable Pay Program: Participation in a performance‑based incentive plan that recognizes organizational and individual achievements.
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Paid Time‑Off: Competitive paid time‑off provisions to support work‑life balance and well‑being.
• Growth Focus: Become your best self with comprehensive support for your professional development.
• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

Company Culture & Diversity

We welcome applicants from all backgrounds and experiences.

We are 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.

We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

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 [e-mail], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.

Student Opportunities

Attention Students! Do you have an interest in Digital Gaming? Ever considered a career in Business Development? We have various corporate divisions filled with exciting opportunities for you to launch your career here at OLG!

Why Join OLG?

When you join OLG, you’ll help deliver a winning experience for the people of Ontario while levelling up your career in a collaborative, innovative environment. You’ll help deliver exciting entertainment experiences for our players. You’ll help improve life in Ontario, because at OLG 100% of our profits go back to the province. At OLG we think big, move fast, and welcome change. We are bold, curious, open, and always taking our game to the next level.

Make a Difference. Join team OLG. Looking for a rewarding career in the exciting gaming industry and want to make a difference?

Ready to become an OLGer?