Aventura Consultants Looking for Call Center Customer Care Specialist at Sault Ste. Marie, ON Full Time

One of our government clients is looking for a Call Center Customer Care Specialist

Length: 6-12 months contract, with possibility of extension

Location: Sault Ste. Marie, Ontario

Hours of work: Ability to do Shiftwork in a 24 x 7 environment (a variety of rotating shifts) Monday to Sunday. (including weekdays, weekends, and holidays). No exceptions.

Work Environment: Hybrid Model – a blend of in-office and remote work from home. Candidates are required to have a suitable (private) work-from-home space with a reliable internet connection, and the ability to occasionally work in-office.

Overtime possibility: Yes

Pay Rate: $23/hr

ROLE MANDATE:

· The Customer Care Specialist will use their knowledge and experience in lottery and gaming to provide best in class customer experiences to customers and retailers

· This position requires strong customer service skills that align with Client’s customer-centric business model while following defined processes and adhering to compliance and regulatory standards

· This position requires an individual who is flexible, adaptable to change and thrives within a dynamic shiftwork environment (24 x 7)

· Must have a high comfort level working in multiple business applications/technical ability and will be required to frequently move between multiple systems

ROLE RESPONSIBILITIES INCLUDE (but are not limited to):

· Create great customer experiences during every interaction to establish a strong customer relationship with Clients’ customers and retailers via phone calls, chats, and emails

· Accurately document all interactions in contact centre applications/tools after each interaction

· Develop and maintaining knowledge of all Client’s products (lottery, online gaming, and sports betting), services and promotions to ensure positive customer outcomes

· Develop and maintaining knowledge of all Client’s 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 Client’s offerings

· Provide troubleshooting and escalating to vendor, as necessary, to resolve technical issues

· Escalate customer inquiries, as needed, to ensure issue resolution and customer satisfaction is achieved

· Continuously seek opportunities to improve individual performance, department policies, processes, and procedures to ensure efficient and effective operations

MUST-HAVE SKILLS

· Strong customer service skills

· Excellent communication skills (verbal and written English required)

· Ability to work shiftwork, including holidays as required

· Solid technical skills (MS Office required, MS Dynamics is an asset) with ability to learn and adapt quickly to changes within the business (technology, product launches, process changes)

OTHER REQUIREMENTS:

· University degree or college diploma in relevant field, or equivalent work experience

· 3+ years of experience working in customer service

· 3+ years of experience working in complex, challenging environments

· Experience in online gaming, sports betting, entertainment, or other similar industries preferred

· Knowledge of lottery products, sports betting and/or online gaming industry

· Knowledge of Microsoft applications, internet, and proficient keyboarding skills

· Ability to work shiftwork, including weekends and public holidays, in a 24 x 7 environment. Ability to work overtime as needed to meet operational goals

· Excellent customer service, communication (verbal and written) and interpersonal skills to effectively interact with internal and external stakeholders

· Sound problem-solving and troubleshooting skills

· Bilingual English/French is an asset

Important: Successful completion of the Phase 1 CSR Training Program and Phase 2 Job Shadow Stage is a requirement to advance to the Phase 3 regular full time employment category of this role

TR Global!

Job Types: Full-time, Fixed term contract
Contract length: 6-12 months

Salary: $23.00 per hour

Schedule:

• Monday to Friday
• Weekend availability

Work Location: One location