Bilingual Player Experience Representative

What Youll Do:

Player Experience & Advocacy:

• Champion a player-first culture by actively listening showing empathy and ensuring every interaction reflects care accuracy and professionalism.
• Protect confidentiality and handle all player information with discretion.

Feedback & Issue Resolution:

• Capture track and document player feedback concerns and complaints in the appropriate systems so issues can be escalated to the right teams.
• Support Atlantic Lotterys customer confidence processes by ensuring complaint data is recorded accurately and included in required reporting.

Problem Solving & Technical Support:

• Analyze player issues by gathering details following established procedures and engaging the right internal or thirdparty resources when needed.
• Troubleshoot technical concerns using various communication tools and systems while maintaining high levels of accuracy across multiple platforms.

Communication & Risk Recognition:

• Use strong verbal and written communication skills to probe clarify and resolve player concerns effectively.
• Identify and escalate any incidents that could impact product integrity or player trust.

Education and Experience:

• 1-2 years of experience in a contact center or help desk environment providing technical support.
• Digital literacy across a broad range of devices (i.e. smartphones tablets laptops etc.) with above average keyboarding skills internet and computer navigation.
• Aptitude for providing technical support.
• Bilingualism (French & English).
• Must be 19 years of age or older to apply.
• Must reside in Atlantic Canada.

Professional Skills:

• Outstanding verbal and written communication skills.
• Available to work a variety of shifts during our current operating hours (8am - 11pm).
• Ability to deal with sensitive situations and ensuring confidentiality.
• Desire to build exceptional client experiences and is passionate and curious to help clients meet their needs and solve their concerns.
• Ability to multi-task problem-solve prioritize and competently handle a variety of activities with a high degree of accuracy in a fast-paced customer-driven environment.

Assets:

• Experience with lottery and/or gaming environment.

Work Availability:

Available to work during the following Hours of Operations including scheduled statutory holidays: 8 am to 11 pm 7 days per week.

Some shifts may fall on weekends. When scheduled on a weekend you will not be scheduled to work both Saturday and Sunday.

Recruitment Process

Weve made meaningful enhancements to our hiring practices in recent years. Our typical recruitment process includes:

• One in-person interview
• An assignment and/or scenariobased questions
• Behavioral or cognitive assessments
• Verification of relevant certifications (as applicable)

All interviews for this role are conducted in English with some written and verbal French components. Only those selected for an interview will be contacted. Successful candidates will undergo reference checks and a mandatory criminal background check. Additional financial educational or credential verifications may be required depending on the role.

Internal Candidates

Internal applicants must be in good standing which includes meeting expectations on their most recent performance review. Performance improvement plans disciplinary actions attendance mandatory training and other performancerelated factors may be considered. A Predictive Index (PI) assessment will also be conducted or shared with hiring managers.

Eligibility to Work in Canada

Candidates must have all required work permits visas and authorizations and be eligible to work in Canada at the time an offer is made. It is the candidates responsibility to secure these requirements.

Career Opportunities

Are you looking for a rewarding career experience in an organization committed to making a game-changing impact in our local communities At Atlantic Lottery we offer a diverse and supportive work environment where bright ideas are given a chance to shine social purpose is core to our business and employees are dedicated to delivering world-class gaming experiences. With offices in Moncton N.B. Halifax N.S. and St. Johns N.L. and our Red Shores locations in P.E.I we are deeply committed to this region. For 50 years Atlantic Lottery has been supporting local communities and returning 100% of profit to help build a stronger Atlantic Canada.

How we care for ALers

We want ALers to be happy and healthy. Our benefits vary by region.

Support your family

Your family matters to you so theyre important to us. We offer parental leave policies with top-up retirement savings plans benefits employee & family assistance program (EFAP) pension and much some of our offices you can bring your certified therapy dog to work!

Live a healthy life

All ALers have access to excellent healthcare some locations we offer wellness and healthcare services. Our main office is equipped with on-site fitness centers and classes.

Give back

We value giving back to the community. We sometimes match ALers charitable donations and give all employees volunteer days.

Enjoy quality time

We all need time away from work to recharge. Take a vacation volunteer or flex your workday.

Invest in you

We offer opportunities for personal and professional development.

Sound like a place you want to be Apply now!

We are committed to fostering an inclusive accessible environment where all employees and customers feel valued respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials or accessible meeting rooms or other accommodations) please let us know and we will work with you to meet your needs.