Customer Service Representative, Night, Toronto

GuruLink; Toronto; On-site; CAD 40,000 - 50,000; Full time

Job summary

A global casino-entertainment company is seeking an empathetic and detail-oriented Call Center Representative based in Toronto. Your role will involve handling high-volume inbound and outbound customer inquiries via calls, chats, and emails. Ideal candidates will have exceptional customer service skills and experience in a fast-paced environment. The company offers various perks, including health insurance and home office allowances, along with an annual leave program.

Benefits

Annual leave

RRSP program

Health insurance

Home office allowance

Wellness allowance

Qualifications

• Exceptional customer service skills to handle inquiries and complaints.
• 1+ years of customer service experience is required.
• Proficient with computers and CRM tools.
• Effective communication skills for both verbal and written interactions.

Responsibilities

• Understand and address customer needs and complaints.
• Respond accurately to customer contacts with solutions.
• Utilize software and tools effectively to assist customers.
• Engage in active listening and clarify information.
• Participate in all training and learning opportunities.
• Adhere to company policies and call center metrics.

Skills

Exceptional Customer Service Skills

Great communication skills, both verbal and written

1+ Years of Customer Service Experience (Contact Center or Retail)

Troubleshooting technical skills

Proficiency with computers, especially CRM

Education

High School Diploma or equivalent

Job description

Overview

Location: Toronto, Ontario

We\'re seeking a customer-focused Call Center Representative to deliver exceptional service through high-volume inbound and outbound calls, chats, and emails. You\'ll resolve customer inquiries, handle complaints, and troubleshoot product and service issues while ensuring positive outcomes for every interaction.

Our client is a global casino-entertainment company operating 15 casinos across 10 states, along with a golf course, horse racetrack, and online sports betting licenses in 18 states. The company also runs leading online gaming, sports betting, and iCasino platforms. With 10,600 employees, operations include approximately 15,300 slot machines, 580 table games, and 3,800 hotel rooms. The company has expansion plans underway in Chicago and Las Vegas, and trades on the New York Stock Exchange.

The ideal candidate is empathetic, detail-oriented, and efficient—someone who asks the right questions to fully understand each customer\'s needs and adapts quickly in a fast-paced environment.

Schedule: Night shift, 4:00 pm–11:00 PM.

Responsibilities

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

Special Perks

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

Must Have Skills

• 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.
• Experience with multiple platforms/operating systems

Nice to Have Skills

• Knowledge of iCasino and Online Sports Betting