Senior Customer Service Specialist

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 casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 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 Customer Service Specialist to be a subject matter expert in prize claims processing, ensuring requisite controls have been applied throughout the prize claims processing process and providing final approval of claims prior to payment. Additionally, the Senior Customer Service Specialist will act as a leader on the floor providing process guidance and an escalation path to Customer Service Specialists.
YOUR ROLE IN THE GAME
Reporting to the Manager Prize Claims Processing, you will be empowered to:

• Partner with Customer Care to effectively manage customer escalations, providing feedback around root cause and opportunities for improvement to management
• Actively participate / lead huddles or other means of communication to promote employee engagement, awareness into OLG corporate and divisional initiatives and visibility into team performance
• Support the Manager of Prize Claims Processing with staff management (e.g., provide feedback around performance, engagement, coaching and training and development opportunities)
• Execute claim approvals, ensuring authenticity of claim and identity of claimant; escalates issues to the Manager of Prize Claims Processing as required
• Support the Manager of Prize Claims Processing in providing oversight on day-to-day functions
• Act as a nesting lead, ensuring new joiners move up proficiency curve, with quality and at pace
• Actively coach Customer Service Specialists on process adherence, as required
• Act as a Subject Matter Expert and first point of escalation for troubleshooting and process coaching
• Develop and execute on action plans to address processing challenges (e.g. operating outside of SLA)

What You Need To Play
Work Experience: 3+ years of experience in a similar role; 1+ years of experience working in OLG Prize Claims with demonstrated strong performance (preferred); 2+ years of experience in monitoring and tracking process metrics to contribute to process improvement initiatives
Education: post-secondary diploma/degree in business administration or related field, or equivalent education, training and experience
Critical Skills: proven record of working as part of a team in a fast-paced environment to accomplish team goals; positive and respectful approach when dealing with internal/external customers, peers, stakeholders etc.; demonstrated leadership behaviors and looked upon by your peers as a leader; effective interpersonal and problem-solving skills to manage complex, challenging issues and escalations; initiative – lives by OLG’s Truths and inspires others to!
Customer Service: you are people-oriented and enjoy helping people – customers, colleagues, internal/external stakeholders – and use your communication skills to ensure a positive experience with every interaction whether in person or virtually
Results Driven: you make multi-tasking look effortless and understand the importance of paying attention to details and following procedures
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

• Flexible Work Environment: to help balance both work and life
• Freedom to Innovate: supports new and better ways to be successful
• You Matter: family friendly work practices and hybrid work
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Learning Galore: 24-7 access to robust online learning programs
• Be your Authentic Self: environment that values diversity as a source of strength
• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

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. 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.
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 11, 2023.
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 [email protected] 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 [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.