Customer Care Specialist - Player / Retailer

OLG; 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

Professional Development

Diversity, equity, and inclusion

Job summary

Ontario Lottery & Gaming Corporation (OLG) is hiring a Customer Care Specialist - Player/Retailer. You will be the primary contact for players, retailers, and the public, delivering professional, timely support across OLG products and promotions.

You will develop product knowledge, document interactions, and ensure privacy and compliance while promoting responsible gaming. This role requires flexibility for shift work in a 24/7 environment on site.

Qualifications

• Post-secondary education and 2+ years in customer service.
• Experience in high-volume environments and in fast-paced settings.
• Knowledge of gaming, entertainment, hospitality, or retail is an asset.
• Bilingual (English/French) or unilingual depending on business needs.

Responsibilities

• Deliver exceptional customer service across all interactions.
• Serve as the primary contact for players, retailers, and the public.
• Provide guidance to maximize understanding of OLG offerings.
• Document and record customer interactions for reporting and resolution.
• Maintain knowledge of products, promotions, policies, and procedures.
• Escalate complex inquiries to ensure timely resolution.
• Promote privacy and risk management compliance.
• Advocate Responsible Gambling and PlaySmart principles.
• Identify opportunities to improve processes and operations.
• Contribute to a collaborative team environment.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Teamwork

Integrity

Education

University degree or college diploma

Job description

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

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.

Education & Experience

WHAT YOU BRING TO THE GAME

• 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.

To learn more about our organization and other opportunities visit our career site.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

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 [e-mail] if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

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