Customer Support Associate

Customer Support Associate

Location: Remote within, BC, CA

Job Function: Customer Service

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.

We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.

For those who prefer working in a community with others, we have two beautiful offices in convenient locations:

2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops

This is a Permanent, Part Time opportunity

Hourly Rate: $28.59

The Company

For over three 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 $1.6 billion in net income to the Province of B.C. to support First Nations, local host governments, health care, education and community programs across the province.

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;
• 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 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: https://corporate.bclc.com/careers/overview.html

Please Note:
This opportunity will remain open until 11:00 pm, September 8th, 2024 Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.