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 THE OFFICE OF THE EXECUTIVE VP

The Office of the Executive VP, Business Development delivers efficient and effective operations for all three lines of business at AGLC (Gaming, Liquor & Cannabis). While revenue generation for both AGLC and it's many partners is a key priority, so is delivery of safe and reliable experiences for Albertans. Seeking out an environment for private sector investment and employment is also mission critical for Business Development.

In addition to Gaming, and the Liquor & Cannabis divisions, Business Development also includes the Customer Care and Customer & Market Insights branches. Both of which are critical to the success of the three lines of business by ensuring customer needs, experiences and demands are quantified, met and exceeded.

ABOUT THE POSITION

Customer Service Representative
Job Req: 2583
Location: Calgary Office
Division/Branch: Office of Chief Executive Officer / Office of Chief Executive Officer
Classification: Administrative Support 3 (073)
Status: Union
Employment Status: Temporary Full Time
Salary: $45,834.21 - $55,955.79
Advertising: Internal and External
Closing Date: August 22, 2024

JOB SUMMARY

Are you looking for a rewarding career with an organization that helps Alberta's communities grow and prosper? If so, we have a position for you! The Customer Care Branch is looking for an energetic and team-oriented individual to join our team in Player Services as a Prize Payout Service Representative.

Reporting to the Supervisor, Calgary Prize Payout, this position is responsible for the day to day processing of winning lottery tickets in the Calgary Prize Payout Office. In addition to assisting claimants with their prize claims, this position will provide lottery information to the general public. The Prize Payout Service Representative interacts on a daily basis with the general public, ticket lottery winners, Alberta Gaming, Liquor and Cannabis (AGLC) and Western Canada Lottery Corporation (WCLC) staff, in a courteous, respectful and professional manner. Expectations are high in the role to ensure the integrity of lottery prize claims and adhering to established policies, procedures, rules and regulations of the WCLC, the Interprovincial Lottery Corporation and AGLC. This position must have excellent organizational skills and the ability to pay close attention to detail to ensure accuracy and timeliness in the completion of prize claim transactions.

To be successful in this position you need to have the ability to maintain calm composure during stressful situations and be focused on providing the best “Winning Experience” possible for Albertans. Strong communication (verbal and written) and interpersonal skills are essential to provide excellent customer service and act as the face of AGLC to the public. The ability to manage customer expectations is needed in instances where the prize payout is delayed if due diligence issues arise during the claim process. The successful candidate must be able to work within a strong team environment, multi-task, act with integrity and exercise sound judgment. Additional training in conflict management would be a strong asset within this position.This is a full-time 18-month temporary position, with the possibility of extension.

SKILLS & ABILITIES

• High school diploma or equivalent with a minimum of two years front line customer service and/or information related service-based experience is required.
• A Valid Driver’s License, Commissioner of Oaths (existing or to be completed on the job).
• Strong office administrative and computer skills are needed, particularly with Microsoft Office

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.