Customer Service Representative
ABOUT AGLC
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.
ABOUT BUSINESS DEVELOPMENT OFFICE – CUSTOMER CARE
The Business Development Office – Customer Care branch is responsible for providing efficient and effective delivery of support services required for all provincial gaming retail networks, inclusive of over 2800 Lotto Spot retailers, over 700 VLT retailers and 29 Casinos/Racing Entertainment Centres as well as support for the Cannabis retail network, which is comprised of over 750 cannabis retailers. Our mission is to support our business teams and their achievement of annual revenue targets through provincially operated gaming and cannabis activities that align with AGLC's vision of responsible gaming and delivery of safe cannabis. Customer Care enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
AGLC call centres support all retail networks in the Province of Alberta, albertacannabis.org, provide dispatch support to AGLC technicians, triage support for IT, Regulatory, Business Development Office teams and public support calls including retailer training programs and the Customer Complaint lines.
ABOUT THE POSITION
Customer Service Representative
Job Req: 2447
Location: Calgary Office
Division/Branch: Office of Exec VP, Business Development / Office of Exec VP, Business Development
Classification: Administrative Support 3 (073)
Status: Union
Employment Status: Temporary Full Time
Salary: $45,834.21 - $55,955.79
Closing Date: May 2, 2024
JOB SUMMARY
This position must be able to deliver positive customer service without compromising the diligence requirements of lottery prize claims. If the player’s winning experience is not positive, this will reflect on the entire Lottery experience. The Prize Payout Office is the face of AGLC to the public, and with the diligence demands, it must walk a fine line between the experience for the player and the challenging requirements of the WCLC. It is essential that this person is able to work in a strong team environment with humour, tact and co-operation.
SKILLS & ABILITIES
Education: High School diploma or equivalent; strong communication skills (written and oral); and computer knowledge.
Experience: Minimum of two years in customer service; experience with administration; must have knowledge of computer, particularly Microsoft Office program; significant ability to deal with the public.
Licenses or Certificates: Valid Driver’s License, Commissioner of Oaths (existing or to be completed on the job).
Specific Skills:
• Strong verbal and interpersonal skills, especially with regards to customer service and managing difficult client contacts.
• Strong office administrative and computer skills. • High degree of personal integrity and ability to work with the public.
• Sound judgment, tact, discretion and diplomacy.
• Ability to work harmoniously in a strong team environment.
• Must have excellent attendance record.
Special Requirements:
There are “out of the ordinary claims”, including MEP claims, associated party claims and potential fraudulent claims. Essential to the position is the ability to manage customer expectations in instances where the prize payout is delayed for due diligence issues which may arise during the claim process.
NOTE:
- To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
- While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
- As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
- An equivalent combination of education and experience may be considered. Candidates with lesser qualifications may be considered at a lower classification and salary. This recruitment may be used to fill future vacancies.
- AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.
