Location: Toronto, Ontario
We're seeking a customer-focused Call Center Representative to deliver exceptional service through high-volume inbound and outbound calls, chats, and emails. You'll resolve customer inquiries, handle complaints, and troubleshoot product and service issues while ensuring positive outcomes for every interaction.
Our client is a global casino-entertainment company operating 15 casinos across 10 states, along with a golf course, horse racetrack, and online sports betting licenses in 18 states. The company also runs leading online gaming, sports betting, and iCasino platforms.
With 10,600 employees, operations include approximately 15,300 slot machines, 580 table games, and 3,800 hotel rooms. The company has expansion plans underway in Chicago and Las Vegas, and trades on the New York Stock Exchange.
The ideal candidate is empathetic, detail-oriented, and efficient—someone who asks the right questions to fully understand each customer's needs and adapts quickly in a fast-paced environment.
Schedule: Night shift, 4:00 pm–11:00 PM.
Responsibilities:
• Understanding and addressing their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to contacts, explaining all possible solutions courteously and professionally.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients.
• Utilizing software, databases, scripts, and tools appropriately.
• Understand and strive to comply or exceed call center metrics while providing excellent customer service.
• Being a part of and actively participating in all training, coaching and any other learning opportunities to expand knowledge of the company, products, and position.
• Adhering to all company policies and procedures.
Special Perks:
Different benefits packages are tailored to fit each location, but here’s a taste of what
may be on offer
• Annual leave
• RRSP program
• Health insurance
• Home office allowance
• Wellness allowance
Must Have Skills:
• High School Diploma or equivalent.
• Exceptional Customer Service Skills.
• 1+ Years of Customer Service Experience (Contact Center or Retail)
• Troubleshooting technical skills a plus.
• Great communication skills, both verbal and written.
• Proficiency with computers, especially our CRM and tools.
• Proficiency with computer systems
• Including basic troubleshooting
• Multiple platforms/operating systems
Nice to Have Skills:
Knowledge of any of the following a plus:
• iCasino and Online Sports Betting
