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Customer Support Representative (On-Call, 6 Months)


This is a Contract position in Gatineau, QC posted July 15, 2021.

Why you should work with us At BCLC, we believe that our people are what makes us amazing so we are committed to our people.

We have a culture of fun and hard work
– it’s not unusual to see teams eating together at lunch in the cafeteria or heading outside for a walking meeting.

We continue to have a highly engaged team and we’ve been named one of BC’s Top 50 Employers for over 10 years.

Here are a few reasons why it’s great to be part of the team: Flexible work hours Robust wellness program with subsidized onsite yoga, bootcamp, running club and more Competitive compensation Company paid Flexible Health and Dental plan for you and your family Defined Benefit Pension Program Leadership and professional development programs Why our Kamloops office rocks The City of Kamloops offers a relaxed lifestyle with an abundance of recreational opportunities and a close-knit community of welcoming people.

It has been home to the BCLC head office since 1985 and features: A subsidized cafeteria with healthy and delicious food choices Free gym Free parking and easy access to transit Close proximity to parks, trails and other recreation amenities Job Summary: The objective of the Customer Support Representative role is to provide support services (troubleshooting and informational) to service providers and consumers regarding all BCLC products.

This role ensures the integrity of BCLC in all communications, both verbally and written, to service providers and the public.

The Customer Support Representative will develop and maintain strong working relationships with various internal stakeholders, in addition to various external stakeholders including the player/public, vendors/suppliers, service provider and regulatory bodies in order to resolve issues and positively impact the players’ experience.

Key Accountabilities:
• Conducts varied troubleshooting and customer service work related to all casino, bingo, lottery and PlayNow gaming equipment and products ensuring effective and efficient gaming operations.

• Documents, supports and resolves consumer inquiries pertaining to gaming and retailer troubleshooting issues and escalates to the appropriate parties when required.

• Collaborates with peers to proactively and reactively resolve both technical and player/stakeholder issues and demonstrates innovative thinking by participating in the development of recommendations for new approaches to enhance our player experience.

• 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;
• 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;
• Strong computer skills
– MS office suite.

• Knowledge of help desk support tools (phone systems, call tracking, trend reporting) would be an asset;
• Organizational skills that include attention to detail;
• Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
• Excellent written and verbal communication skills; Working Conditions
• Shift work, including, days, evenings, nights, weekends and holidays is required.

Please Note: This opportunity will remain open until a qualified candidate pool has been established.

Please Note: Candidates must be legally entitled to work in Canada