Customer Care Representative (Hybrid 12-Month Term)

Atlantic Lottery (AL) is seeking a Customer Care Representative located in Moncton, NB.

As a Customer Care Representative, you are responsible for providing top-quality customer service and problem-solving expertise on an assigned Customer Care team: Team Retailer Support or Team Player Support. A friendly self-starter you can handle high call volumes by engaging in client-focused conversations, take the initiative to obtain solutions through effective listening and problem-solving skills/techniques, pay attention to detail, and can follow established Customer Care operating procedures. You enjoy multi-tasking, embrace change, and are comfortable with working both unaccompanied and within a team environment.

Work Location: Hybrid team work arrangement

Posting Closes: October 21, 2024

AL Benefits & Perks:

• Extended medical and health coverage that includes medical, dental and vision day one.
• Basic life insurance, disability, and wellness programs.
• Optional defined Pension Plan.
• Annual Salary Range: $51,000 to $55,000

• Shift premium pay for evening and weekend shifts.

• Overtime opportunities (voluntary).

• 3 weeks of vacation allocated (pro-rated) & 13 paid statutory holidays.
• Personal leave (22.5 hours per year).
• Career advancement opportunities.
• Moncton Office has a gym on site, wellness program including fitness classes and 30 min per week with personal trainer.
• Volunteer Service (15 hours per year).

Education and Experience:

• 1-2 years of experience in a contact center or help desk environment providing technical support;
• Digital literacy across a broad range of devices (i.e., smartphones, tablets, laptops, etc.) with above average keyboarding skills, internet and computer navigation;
• Aptitude for providing technical support and;
• Must be 19 years of age or older to apply.

Professional Skills:

• You have outstanding verbal and written communication skills;
• Available to work a variety of shifts during our current operating hours (8am - 11pm);
• Ability to deal with sensitive situations and ensuring confidentiality;
• Desire to build exceptional client experiences, and is passionate and curious to help clients meet their needs and solve their concerns and;
• Ability to multi-task, problem-solve, prioritize and competently handle a variety of activities with a high degree of accuracy in a fast-paced, customer-driven environment.

Assets:

• Experience with lottery and/or gaming environment.
• Bilingualism (French & English) considered to be an asset.

Work Availability:

Available to work the following Hours of Operations, including scheduled statutory holidays:

• Team Retailer Support: 8 am to 9 pm, 7 days per week
• Team Player Support: 8 am to 11 pm, 7 day per week

You will need to work a Saturday or Sunday, not both, and always scheduled with 2 consecutive days off.

Recruitment Process: The last couple of years has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Please note that the successful candidate will be subject to reference and criminal background checks, Predictive Index (PI) Assessments/Testing prior to employment.

Eligibility to Work in Canada: As applicable, candidates must have acquired all required work permits/visas and other authorizations and otherwise be eligible to work in Canada at the time any offer of employment is made by AL. It is the sole responsibility of the candidate to obtain all required work permits/visas and other authorizations.

Customer Service/Technical Support - Provide quality service and knowledgeable customer and technical support to retailers, players, the general public, and AL field staff while maintaining corporate image and integrity.

Player Advocate - Embrace a culture that emphasizes the importance of customer experience and player advocacy by demonstrating these attributes through each interaction with our players.

Problem Solving - Analyze and identify the nature of problems by following established procedures. Engages other internal, external and third party resources as required to resolve the problem.

Communication - Strong communication (verbal and written) and active listening in order to effectively probe and analyze the issues while using interpersonal and influencing skills to reach the desired outcome of the interaction.

Two Teams

Team Retailer Support:

• Respond to inquiries and resolve calls for lottery (products sold and promoted at retail locations) and video lottery players, retailers, technicians, and the general public throughout Atlantic Canada.
• Training will be provided to effectively and efficiently respond to general retail inquiries, and to troubleshoot hardware (communication and terminal) devices at both Lottery and Video Lottery establishments.

Team Player Support:

• Respond to inquiries and/or resolve calls for online lottery players and the general public related to promotions and lottery games available for sale on alc.ca, iCasino, 2Chance.ca, and Proline Stadium.com throughout Atlantic Canada.
• Training will be provided to effectively and efficiently assist callers on the registration and purchasing process, how to play games online, and to troubleshoot accessing and playing via electronic web browsers and devices (i.e. PC, laptop, mobile, and iPads).

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodations), please let us know and we will work with you to meet your needs.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. Please note that the successful candidate will be subject to reference and criminal/educational background checks prior to employment.