• Job Description

  Req#: 2612

  Customer Care Agent

  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 Care Agent
  Job Req: 2612
  Location: St. Albert Office, Red Deer, Stettler
  Division/Branch: Office of Exec VP, Business Development / Office of Exec VP, Business Development
  Classification: Administrative Support 3 (073)
  Status: Union
  Employment Status: Permanent Part Time
  Salary: $24.22 - $29.57
  Closing Date: October 2, 2024

  Job Summary

  This posting will serve to fill two (2) permanent part time Customer Care Agent positions.

  Customer Care Agents (CCA’s) provide support and service to various internal and external stakeholders including but not limited to Cannabis & Liquor inquires, order issues, complaints (Liquor, Tobacco, Cannabis, Gaming), Supporting AGLC’s Video, Casino, and Ticket Lottery Networks, as well as player support with Winner’s Edge, Play Alberta, and SMART training programs. CCA’s also provide internal stakeholder support to cross divisional areas of AGLC. The position includes shift work covering the total call centre hours of operation, seven (7) days a week, twenty (20) hours a day, 365 days a year.

  Skills & Abilities

  • Grade 12 Graduate with previous customer service experience.
  • 1-2 years previous call centre experience is preferred.
  • Commitment to professionalism and excellence in customer service with a high degree of personal integrity.
  • Excellent written, verbal and computer skills. Strong interpersonal skills, and proven problem solving and analytical experience and capabilities.
  • Ability to exercise good judgement, tact and diplomacy when dealing with members of the public.
  • Excellent multi-tasking, organizational and time management skills, including attention to detail and the ability to set priorities and meet deadlines. Ability to adjust priorities on an ongoing basis in a fast-paced team environment.
  • Office 365 suite of programs, including SharePoint would be considered an asset. Testing may be required.
  • Experience working in a regulatory customer-centric environment would be considered an asset.
  • Industry specific knowledge would be considered an asset.
  • Electronics/technical expertise an asset.

  Special Requirements: High degree of personal integrity and professionalism. Reliable vehicle, as public transportation is extremely limited around AGLC offices. Must have the ability to travel throughout the province as required.

  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.

• About the company

  The Alberta Gaming and Liquor Commission's corporate account, monitored Mon-Fri office hours. Our team posts news and information to benefit Albertans.

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