Customer Support Associate (PS)

BCLC exists to generate win-wins for the greater good.

For our people, our players, our communities, our industry, and our planet.

Lottery | Casino | Sports

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

Location:

•  2940 Virtual Way, Vancouver Or
• 74 Seymour Street W, Kamloops

This is a 13 Months, Full Time opportunity

Expected Salary Range: $54,652.00 - $68,314.00 - $85,392.00

• Our typical hiring range will be +/- 5% of the midpoint shown above
• Factors influencing this decision include qualifications and market conditions for the role

The Company

For nearly four decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.4 billion in net income to the Province of B.C. to support First Nations, host local governments, health care, education and community programs across the province.

Job Summary

The objective of the Player Services Assistant role is to provide excellent customer service by representing BCLC in a professional manner and providing timely service to our players. This position is responsible for awarding prizes to our players which includes verifying counter and daily mail-in prize claims, issuing and reconciling cheques, ensuring the integrity of the pay-out process and the integrity of BCLC is maintained in both written and verbal communications. In addition, the Player Services Assistant documents and resolves disputed prize claims, using judgment as to whether a legal document is appropriate (i.e. Legal release) and escalating claim(s) when required. 

Player Services is also responsible for handling player claims presented at select remote Regional Prize Payout (RPP) locations.

Key Accountabilities

• Provide excellent customer service by representing BCLC in a professional manner, providing timely service to claimants, handling difficult customers and situations with tact and diplomacy through effective written and verbal communications.
• Ensure the accuracy of the pay-out process in accordance with department procedure including verifying counter and daily mail-in prize claims and issuing and reconciling cheques.
• Documenting and resolving disputed prize claims, using judgment as to whether a legal document is appropriate (i.e. Legal release) and escalating claim when required.
• Enhancing big prize winner's positive experience by conducting interviews and taking photos and providing source material to internal customers for marketing promotion.
• Liaise with other departments as required in order to respond to customer inquiries, complaints, and keep up-to-date on all BCLC products.

Education and Experience

• Post-secondary certificate or diploma;
• 1-2 years customer service experience;
• A second language would be an asset;
• Salesforces experience would be an asset;
• An equivalent combination of education and experience may be considered.

Technical Requirements

• Proven customer service skills;
• Excellent interpersonal skills;
• Excellent written and verbal communication skills;
• Excellent problem solving and analytical thinking/innovation;
• Strong multi-tasking skills;
• Ability to work with a high degree of accuracy and attention to detail;
• Strong data entry skills;
• Excellent BCLC product knowledge;
• Able to adapt to changing workloads and priorities, must be flexible;
• Work well in a team environment;
• Proven leadership skills;
• Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
• Strong computer skills – MS office suite;
• General business acumen.

Working Conditions

• Flexibility to work various hours on a Monday to Saturday schedule

What’s in it for you

• Robust wellness programs to enhance your physical, mental, social, financial and career well being
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Our Play It Forward program provides volunteer hours for our people each year
• See all our rewards here
   

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out!

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more!

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com.

All candidates must be at least 19 years of age and legally eligible to work in Canada