66,400.00 - 99,600.00 CAD

Job Description:
Senior Premium Customer Care Specialist
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Senior Premium Customer Care Specialist, Digital to provide exemplary support to OLG’s premium customers and addresses inquiries in a manner that aligns with OLG’s customer-centric values. The role is accountable for inbound premium customer support and targeted outbound interaction in order to build and foster strong relationships with OLG’s premium digital customer accounts, upsell, cross-sell and create value-added opportunities in alignment with the digital product strategy.
Must be able to work a variety of shifts between 8:00am and 12:00 midnight, including weekdays, weekends and holidays.

Reporting to the Manager Premium Customer Care, Digital, you will be empowered to:
-

Provide day-to-day support through phone, chat & email to our premium iCasino, iLottery and iSports customers

• Conduct both inbound and outbound interactions for premium and potential customers identified as part of Digital promotions or initiatives
• Create memorable customer experiences at every interaction to establish a strong customer centric OLG brand
• Manage customer inquiries with an account management & player retention mindset to provide superior customer support at the first point of contact
• Complete outbound digital premium customer calls in order to deliver targeted promotions, upsell and create value-added opportunities for premium customers based on their unique customer profile, contributing to the achievement of return on investment
• Provide ongoing high level support for Premium Service offering such as Social Media, Literature Requests, and Executive complaints
• Represent OLG and its brand at live customer appreciation events in coordination with the business, ensuring a positive experience for digital premium customers
• Use the tools provided to ensure an exceptional customer experience through bonusing, promotions, live events and feedback appreciation
• Document and record all customer interactions in order to monitor and analyze customer experiences; escalate common themes, issues and opportunities
• Develop and maintain knowledge of OLG’s products, services, promotions and live events to ensure customers receive accurate information
• Uphold the high standards of Responsible Gambling and PlaySmart in all premium service interactions
• Develop and maintain knowledge of all OLG procedures to ensure compliance with organizational privacy, information and risk protocols
• Serve as the primary point of contact for customer questions regarding products, services and promotions to support customers in optimizing their value from OLG offerings
• Offer advice and guidance on products, services and promotions to enhance the customer’s interaction and value-add from OLG offerings
• Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations