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.

Our players have been having fun and dreaming big since 1976 when Atlantic Lottery started offering lottery games on behalf of the governments of Nova Scotia New Brunswick Newfoundland and Labrador and Prince Edward Island. The game options have grown and changed over the years and so has our workforce! Todays Atlantic Lottery has more than 600 employees who are the heart and soul of our business. We offer everything from dare-to-dream draw games to online bingo; breakopen tickets to sports wagering; and games in social settings and on the internet. With games come winners - big and small wins every day - but the best thing about lottery games is that when you choose to play with us everyone benefits. 100% of our profits go back into our communities. That feels good! #ProudToBeAL

We are proud gritty community-minded and punch above our weight. Being Atlantic Canadian means that we work hard and we know how to have fun. It also means that we genuinely care for each other as co-workers neighbours and friends.

Your best life is waiting in Atlantic Canada. At Atlantic Lottery we have many roles that allow you to work from any of our four Atlantic provinces. Explore living East:

• New Brunswick
• Nova Scotia
• Prince Edward Island
• Newfoundland

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.