BCLC Looking for Customer Support Associate at British Columbia, Canada Full Time

Employment Information
Job Type: Permanent, Part Time – 22.5 hour per week
Salary Range: $48,825.00 – $61,029.00 – $76,287.00
Expected Salary: Our typical hiring range will be +/- 10% of the midpoint listed above. Factors influencing this decision include qualifications and market conditions for the role.
Overview
BCLC’s two offices are located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples in Vancouver and the Tk’emlúps te Secwépemc territory, situated within the Secwépemc Nation in Kamloops. We honour and respect the people, the territory, and the land we are part of.
Joining the Social Purpose & External Relations division at BCLC means you’ll be working with a dedicated group of talented professionals in Communications, Social Purpose and Community & Stakeholder Engagement, ESG, Public Affairs, Player Health, Customer Support Operations, Business Intelligence, Marketing, CRM and Loyalty. 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-centered sustainable growth.
Job Summary
The Customer Support Associate role provides support to BCLC’s customers, by providing information, technical troubleshooting, prize claim processing and performing administrative duties for a diverse audience. The role provides service in a variety of channels, including face-to-face, voice, live chat, email, SMS, social media and more.
The Customer Support Associate provides information about BCLC’s GameSense programs and refers customers to GameSense Advisors or other resources as required. In consultation with security personnel, provides assistance to individuals concerned about their gambling, or that of someone close to them. This includes assisting individuals with information on BCLC’s Voluntary Self-Exclusion (VSE) enrollment.
Key Accountabilities

• Provides service to BCLC’s internal and external customers in a variety of channels, including face-to-face, voice, live chat, email, SMS, social media and more. Maintains an exceptional level of Customer Service, which is measured through customer experience KPIs.
• Conducts varied troubleshooting and customer service work related to BCLC systems, casino, bingo, lottery and PlayNow products, gaming equipment and prize claims ensuring effective and efficient gaming operations.
• Draws upon knowledge of corporate policies and procedures, as well as provides input into the development of Customer Support Centre practices within the confines of corporate standards. Collaborates with peers to resolve both internal and external issues and demonstrates innovative thinking by participating in the development of recommendations for new approaches to enhance our customer experience.
• Documents, supports, and resolves customer inquiries pertaining to customer service or technical troubleshooting issues and escalates to the appropriate parties when required. Deals with challenging customer situations, resolves conflict, and handles confidential information in a professional, sensitive and courteous manner.
• Provides information about BCLC’s GameSense programs and refers customers to GameSense Advisors or other resources as required. In consultation with security personnel, provides assistance to individuals concerned about their gambling, or that of someone close to them. This includes assisting individuals with information on BCLC’s Voluntary Self-Exclusion (VSE) enrollment.
• Supports the orientation and onboarding of new staff joining the department or assisting existing staff members adapt to new policies and procedures.
• Develops and maintains strong collaborative relationships with important stakeholders including vendors, clients, service providers, security personnel and other BCLC staff.
• 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;
• Outstanding skills in customer relations, with consideration and judgement to be sensitive to the needs of individuals;
• Willingness to learn new skills across our customer service channels
• Flexibility to rotate into different work areas as required (CSC, Service Desk, Player Services)
• Excellent written and verbal communication 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;
• Proven ability to work both independently and part of a team;
• Organizational skills that include attention to detail;
• Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
• Strong computer skills – MS office suite including Visio, internet applications;
• Knowledge of customer support tools (phone systems, call tracking, trend reporting) would be an asset.

Working Conditions

• Shift work, including, days, evenings, nights, weekends and holidays is required;
• Minimum 22.5 hours per week
• Ability to work overtime, as required.

Additional Information

• 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 2SLGBTQIA+ 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 [email protected].
• 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: https://corporate.bclc.com/careers/overview.html

Please Note
This opportunity will remain open until 11:00 pm, September 15th, 2023
Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.