Job Type: Permanent Full Time
Salary Range: 53,600.00 – 80,400.00 CAD
Posting Closes: February 5, 2026
We are ready to take this game to the next level and need someone passionate to establish quality retailer interactions and relationships in a manner that enhances the OLG brand and strategic direction.
YOUR ROLE IN THE GAME
Reporting to the Manager Customer Care Retail Services, you will be empowered to:
- Create great retailer experiences at every interaction to establish a strong customer-centric OLG brand
- Develop and maintain knowledge of all OLG products, services and promotions to ensure retailers receive accurate information
- Develop and maintain knowledge of all procedures to ensure compliance with organizational policies, corporate information and risk protocols
- Serve as the primary point of contact for retailers’ questions regarding products, services and promotions to ensure retailers continue to serve as a strong partner to OLG
- Offer advice and guidance on products, services and promotions to ensure retailers continue to serve as a strong partner to OLG
- Serve as the primary point of contact to troubleshoot retailer’s terminal and network problems, answer questions regarding products, services and promotions to ensure retailers continue to serve as a strong partner to OLG
- Continuously seek opportunities to improve department policies, processes and procedures to ensure efficient and effective operations
- Escalate retailer inquiries, as needed, to ensure quality interactions and customer satisfaction is achieved
- Uphold the high standards of Responsible Gambling and PlaySmart in all customer activities
WHAT YOU BRING TO THE GAME
Education & Experience:
- Post-secondary degree or diploma in a relevant field, or equivalent
- 2+ years of experience in customer service; 2+ years of experience working in complex, challenging environments; demonstrated experience in administrative environment, demonstrated experience in Contact Centre technologies; understanding of gaming, entertainment or other similar industries (preferred)
Relevant Skills:
- Customer service excellent
- Communication
- Interpersonal
- Problem solving
- Troubleshooting
- Flexibility to work outside of regular business hours to support business operations in a 24 x 7 x 365 environment
BENEFITS OF JOINING THE WINNING TEAM
- Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).
- Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
- Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
- Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
- Growth Focus: Become your best self with access to new opportunities and personalized support programs.
- Comprehensive Learning: 24/7 access to robust online learning programs.
- Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
To learn more about our organization and other opportunities visit our career site.
We look forward to hearing from you, interested applicants please apply online by February 5, 2026.
Please Note: Unless otherwise specified, all positions are required to work fully onsite.
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 welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.
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 careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.