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Customer Support Representative (Permanent, Part Time)

Location
Kamloops, BC
Details
Full Time
11 hours ago
Customer Support Representative (Permanent, Part Time)

Location: Kamloops, BC, CA

Job Function: Customer Service

Overview:

Joining the Social Purpose & Player Experience division at BCLC means you'll be working with a dedicated group of talented professionals in Communications, Community & Stakeholder Engagement, Public Affairs, Player Health, Customer Support Operations, Business Intelligence, Marketing, CRM and Loyalty and Player Experience. As a Crown Corporation that earns more than a billion dollars in annual profit, BCLC's commitment to giving funds back to the province is an integral part of our business, but still only one piece of a bigger picture. BCLC is committed to creating a welcoming workplace where everyone feels safe, included, and valued. For us, that means building a team that reflects the diversity of the communities we serve. We all are winners when differences are respected, valued and celebrated.

At BCLC, we exist to generate win-wins for the greater good. We believe everything we do must benefit the well-being of all involved. Through our Social Purpose, we aspire to make sure, in all of our endeavours, transactions and relationships - in the most important sense of life, livelihood, meaning, and well-being - nobody loses, and every person we touch comes out ahead.

Social Purpose is the driving force of our business, our opportunity to create a better world through innovation, engagement, and connection. BCLC aims to provide something unique that not only fills a need, but provides value to the province. Join the team responsible for telling our story, building stakeholder relationships, connecting with communities, and achieving our strategic vision for player-centred sustainable growth.

Job Summary:

The objective of the Customer Support Representative role is to provide support services (troubleshooting and informational) to service providers and consumers regarding all BCLC products. This role ensures the integrity of BCLC in all communications, both verbally and written, to service providers and the public. The Customer Support Representative will develop and maintain strong working relationships with various internal stakeholders, in addition to various external stakeholders including the player/public, vendors/suppliers, service provider and regulatory bodies in order to resolve issues and positively impact the players' experience.

Key Accountabilities:
  • Conducts varied troubleshooting and customer service work related to all casino, bingo, lottery and PlayNow gaming equipment and products ensuring effective and efficient gaming operations.
  • Documents, supports and resolves consumer inquiries pertaining to gaming and retailer troubleshooting issues and escalates to the appropriate parties when required.
  • Collaborates with peers to proactively and reactively resolve both technical and player/stakeholder issues and demonstrates innovative thinking by participating in the development of recommendations for new approaches to enhance our player experience.
  • Provides support with administrative tasks, as required.
Minimum Required Qualifications:
Education and Experience
  • Post Secondary certificate or diploma;
  • 2-3 years customer service experience in related environment;
  • An equivalent combination of education and/or experience may be considered.
Technical Requirements
  • Excellent interpersonal and customer service skills;
  • Ability to articulate complex ideas and problem resolution clearly via telephone, chat tools, and email, to technical and non-technical persons;
  • Excellent problem solving and analytical thinking/innovation, including the ability to identify and analyze technical problems;
  • Strong computer skills - MS office suite.
  • Knowledge of help desk support tools (phone systems, call tracking, trend reporting) would be an asset;
  • Organizational skills that include attention to detail;
  • Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
  • Excellent written and verbal communication skills.
Working Conditions
Shift work, including, days, evenings, nights, weekends and holidays is required.

Additional Information:
  • Effective November 22, 2021, BCLC requires all employees to be fully vaccinated (as defined by Health Canada). Full vaccination will be required before commencing employment with BCLC unless a legal exemption is obtained.
  • To build a rich diverse workforce representing the communities which we serve, we welcome applications from people of all colours and cultures, persons with diverse abilities, and members of the 2SLGBTQAI+ community.
  • BCLC values work life balance and offers remote work options for its employees.
  • Relocation assistance is available for successful job candidates.
  • If you are in need of accommodation or special assistance at any step of your application, please send an email with your request to recruitment@bclc.com.
  • For over more than a decade, we have been recognized as one of BC's Top Employers - and we are constantly seeking ways to improve our employee and player experience. To learn more about BCLC, please visit: www.corporate.bclc.com
Please Note:
This opportunity will remain open until a qualified candidate pool has been established.
Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.

This position is available for remote work within the province of B.C.

Category
Customer Service and Support