Customer Service Representative

GamblingCareers.com; Toronto; Hybrid; CAD 40,000 - 50,000; Full time

Job summary

A leading gaming firm in Toronto seeks a Call Center Representative to provide exceptional customer service and support. The successful candidate will engage with customers through calls, chats, and emails, addressing inquiries and resolving issues efficiently. Proficiency in English and Spanish is preferred. Join a dynamic team that values innovation and a customer-centric approach, with the opportunity to work in a hybrid model that combines office and remote work.

Benefits

Annual leave

Annual bonus

RRSP program

Health insurance

Home office allowance

Wellness allowance

Qualifications

• 1+ years of customer service experience, preferably in a contact center or retail environment.
• Technical troubleshooting skills considered a plus.
• Strong verbal and written communication skills.

Responsibilities

• Understand and address customer needs and complaints.
• Engage in active listening with customers and confirm their needs.
• Utilize software and tools to manage customer interactions.

Skills

Customer service skills

Fluency in English

Fluency in Spanish

Problem-solving skills

Education

High School Diploma or equivalent

Tools

CRM software

Basic troubleshooting

Job description

Ignite Your Career Where Innovation Leads the Way!

Bally’s Interactive is redefining the future of entertainment by powering one of the world’s most dynamic entertainment ecosystems. We believe the customer experience is the product, and through technology and innovation, we create experiences that captivate and delight our customers.

You’ll apply your expertise in sports betting, iGaming, live sports streaming, payments and fraud prevention, CRM, and gamification technologies. Whether your passion lies in data, AI, machine learning, user experience, security, or emerging tech, you’ll have the opportunity to grow, innovate, put your ideas to the test, and make a real impact.

Join our team and elevate your career in a rapidly growing industry that rewards bold thinking, creativity, and innovation.

Well, what about the team?

We are looking for a professional Call Center Representative to provide our customers with the best possible service. This Representative will answer questions, handle complaints, troubleshoot problems about our products and services, and handle a high volume of inbound or outbound calls, chats, and emails. The ideal candidate will seek to provide a positive experience for every customer that fully resolves their inquiry. They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360-degree view of the contact. A successful representative will be efficient, detail-oriented, polite, knowledgeable, and able to adapt quickly to an ever-changing industry.

Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

What You’ll Do

• Understand and address customer needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
• Engage in active listening with callers, confirming or clarifying information, and diffusing angry clients.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to comply or exceed call center metrics while providing excellent customer service.
• Be a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
• Adhere to all company policies and procedures.

What We’re Looking For

• Have passion for creating amazing customer experiences.
• Understand how to balance quality vs. quantity.
• Have growth/learning mindset to help manage change.
• Demonstrate excellent thinking and problem-solving skills.
• Able to sit for extended periods.
• Able to work on a computer with repetitive hand and wrist movement.
• Have exceptional attention to details.
• Demonstrate fluency in both English and Spanish (preferred).

Experience Required

• High School Diploma or equivalent.
• Exceptional Customer Service Skills.
  • 1+ Years of Customer Service Experience (Contact Center or Retail)
• Troubleshooting technical skills a plus.
• Great communication skills, both verbal and written.
• Proficiency with computers, especially our CRM and tools.
• Proficiency with computer systems
  • Including basic troubleshooting
  • Multiple platforms/operating systems
• Knowledge of any of the following a plus:
  • iCasino and Online Sports Betting

This is what you’ll get

• Annual leave
• Annual bonus
• RRSP program
• Health insurance
• Home office allowance
• Wellness allowance

Flexible Working

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do! We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower. We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.