Term: 3 Permanent and 2 Contract (of up to 1 year), Full-Time
Division/Branch: Communications and Service Experience Division / Service Strategy and Experience Branch
Application Deadline: January 17, 2025
Pay Level: 5
Pay Range: $64,480 ($34.21 hourly) to $71,649 ($38.01 hourly)
Work Location: Head Office, Toronto, ON; Hybrid
The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming (casino, lottery, and charitable gaming), horse racing, and cannabis sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest. As we continue to scale our operations to best serve Ontarians, we are seeking qualified candidates to join our growing team.
The AGCO Contact Centre is a dynamic, fast-paced, omni-channel organization committed to service excellence. We are seeking a highly efficient, customer-focused individual to join our team as a Customer Service Representative (‘CSR’). In this demanding environment, you will bring a strong work ethic, flexibility, and an unwavering dedication to delivering superior customer service, playing a key role in creating an exceptional customer experience. Reporting to the Supervisor, Contact Centre, the CSR will handle routine and complex inquiries and complaints from across the province through various communication channels. As the first point of contact for the AGCO, you will serve as a subject matter expert, guiding customers on AGCO-supported businesses, with a priority on first-contact resolution.
We are seeking a highly collaborative and results-driven professional who excels in a team environment. The ideal candidate will have a proven ability to build strong relationships, effectively navigate challenges, and deliver results through teamwork and collaboration.
In this role, the successful candidate will:
- Serve as the first point of contact for the AGCO, managing a high volume of inquiries and complaints across various access channels, including telephone, web chat, email, iAGCO, and in-person interactions, at varying intensities throughout a shift.
- Perform front-office tasks (voice and chat) and back-office tasks (iAGCO and email) based on business needs or at the Supervisor's request.
- Handle inquiries and complaints end-to-end, with a focus on first-contact resolution and effective front-end triaging.
- Deliver accurate, comprehensive information, education, and customer service for inquiries and complaints received province-wide, ranging from routine to non-routine, through multiple communication channels.
- Adhere to quality assurance guidelines, ensuring all customer interactions are handled with professionalism, accuracy, care, and empathy.
- Meet key performance indicator (KPI) targets, including efficiency, productivity, and schedule adherence, to optimize service delivery.
- Provide accurate information, advice, and guidance on inquiries related to AGCO-regulated products and services, including alcohol, gaming, horse racing, and cannabis. Assist customers with application processes, status updates, eligibility criteria, compliance information, and other related inquiries.
- Access, assess, and interpret information from the iAGCO system, Customer Relationship Management tool, AGCO website, licensee/registrant master files, procedural manuals, tip sheets, and other resources to ensure consistent and accurate customer communication.
- Prepare, process, update, edit, calculate, maintain, and track all relevant documents and work associated with these business areas.
- Follow established procedures for handling customer requests, troubleshooting issues as necessary, and ensuring timely completion of time-sensitive processes.
- Comply with predefined service and performance standards, adhering to legislative requirements, including the Liquor License and Control Act, Gaming and Liquor Control Acts, Freedom of Information, and Accessibility for Ontarians with Disabilities Act (AODA).
- Perform other related administrative duties as assigned.
The ideal candidate will have:
- Minimum of 3 years' experience in a fast-paced inbound call center, managing high-volume, multi-channel communications, including telephone (1-800#), email, self-service voice trees, and live chat/online options.
- Extensive experience in a contact center environment is considered a strong asset.
- Strong customer service skills, demonstrating empathy, tact, and diplomacy in resolving client issues.
- Knowledge of call center techniques, policies, and best practices, with an understanding of relevant regulations and applicable legislative sections.
- Proven work ethic, personal accountability, and ability to build and maintain strong relationships with clients and colleagues.
- Understanding that coaching and feedback are valuable tools for recognizing successes and providing constructive insights to encourage new approaches.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and call center tracking tools, with the ability to adapt quickly to new applications.
- Strong knowledge of the various types of operators, registrants, and licensees.
- Fluency in a second language is considered an asset.
- The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.
The AGCO is an inclusive and equal opportunity employer.
The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code.
Disability related accommodation during the recruitment process is available upon request.
