Salary Range: 53,600.00 – 80,400.00
Posting Closes: August 25, 2025
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 2022-23, OLG delivered a record $2.5 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 Customer Care Specialist – Retailer 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 retailer’s 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
- Perform on-boarding tasks for retailers, such as setting up terminal installs, maintaining and updating retailer accounts, supporting AGCO licensing and ensuring retailers are set up for success
- 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 NEED TO PLAY
Work Experience: 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
Education: University degree or college diploma in relevant field or equivalent work experience; understanding of gaming, entertainment or other similar industries is preferred
Critical Skills: Customer service excellence; communication; interpersonal; problem solving; troubleshooting; flexibility to work outside of regular business hours to support business operations
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
- You Matter: family friendly work practices and hybrid work
- 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 August 25, 2025 at www.about.olg.ca/working-with-us/olg-careers/Customer Care Specialist – Retailer
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.