Senior Premium Customer Care Specialist

Job Description:

Senior Premium Customer Care Specialist (2 vacancies)

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. 

YOUR ROLE IN THE GAME 

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 

WHAT YOU NEED TO PLAY 

​​Work Experience: ​​3+ years of customer service experience in Gaming/Entertainment operations; experience ​working in complex and challenging environments; experience with VIP/Premium customer relationship management​​ ​   

​Education: ​university degree or college diploma in relevant field or equivalent work experience; understanding of gaming, entertainment or other similar industries (ex. entertainment)​ 

​Critical Skills: understanding of VIP's, marketing, CRM and operations; ​​customer service skills (verbal and written); communication and interpersonal skills; problem solving and troubleshooting skills; flexibility to work shift work between the hours of 8:00:00am to 12:00 midnight, including weekdays, weekends and holidays;​ Bilingual (English/French) is an asset​​ ​ 

​Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work 

​Integrity and Trust: do what's right and operate with transparency and openness 

​ 

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

• Flexible Work Environment: to help balance both work and life

• You Matter: family friendly work practices and hybrid work

• Freedom to Innovate: supports new and better ways to be successful

• Be your Authentic Self: environment that values diversity as a source of strength

• Learning Galore: 24-7 access to robust online learning programs 

• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by.  At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at  www.olg.ca  

We look forward to hearing from you, interested applicants please apply online by May 21, 2025.

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 careers@olg.ca if you require accommodation at any time throughout the hire process.

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 careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.