Range:
53,600.00 - 80,400.00 CADJob Description:
Customer Care Specialist – Player Services (3 vacancies)
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 gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.
We are ready to take this game to the next level and need a passionate Customer Care Specialist – Player Services to establish quality customer support customers and address inquiries in a manner that aligns with OLG’s customer-centric values.
Must be able to work shift work including weekdays, weekends and holidays in a 24 x 7 x 365 environment.
YOUR ROLE IN THE GAME
Reporting to the Manager Customer Care – Player Services, you will be empowered to:
Create great customer experiences at every interaction to establish a strong customer-centric OLG brand
Document and record all customer interactions in order to monitor and analyze customer experiences
Develop and maintain knowledge of all OLG products, services and promotions to ensure customers and receive accurate information
Develop and maintain knowledge of all OLG procedures to ensure compliance with organizational privacy, information and risk protocols
Serve as the primary point of contact for questions from players, potential customers and members of the public regarding products, services and promotions to support in optimizing their value from OLG offerings
Offer advice and guidance on products, services and promotions to enhance the player’s interaction and value-add from OLG offerings
Escalate player inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities
WHAT YOU NEED TO PLAY
Work Experience: Minimum 2 years of experience customer service experience working in complex, challenging environments; experience in gaming industry is an asset
Knowledge & Education: University degree or college diploma in a relevant field or equivalent work experience; understanding of gaming, entertainment or other similar industries is preferred
Critical Skills: Customer service; communication and interpersonal, problem solving and troubleshooting, proficient with technology including MS Office, Teams, D365 (preferred); flexibility to work shift work including weekdays, weekends and holidays in a 24 x 7 x 365 environment; Bilingual (English/French) is an asset
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
Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
Freedom to Innovate: supports new and better ways to be successful
Be your Authentic Self: environment that values diversity as a source of strength
Learning Galore: 24-7 access to robust online learning programs
Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
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.
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 November 20, 2025.
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 careers@olg.ca 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.
#LI-Onsite
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 careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.