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Player Services Assistant (Perm On-Call, 15 hrs/week)

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Date: Feb 12, 2019

Location: Vancouver, BC, CA

Company: British Columbia Lottery Corporation

Why you should work with us


At BCLC, we believe that our people are what makes us amazing so we are committed to our people. We have a culture of fun and hard work – it’s not unusual to see teams eating together at lunch in the cafeteria or heading outside for a walking meeting. We continue to have a highly engaged team and we’ve been named one of BC’s Top 50 Employers for over 10 years. Here are a few reasons why it’s great to be part of the team:

  • Flexible work hours
  • Robust wellness program with free onsite yoga, bootcamp, running club and more
  • Competitive compensation
  • Company paid Flexible Health and Dental plan for you and your family
  • Defined Benefit Pension Program
  • Leadership and professional development programs



Why our Vancouver office is so awesome


Vancouver has been regularly voted one of the top cities to live in the world with one of the mildest climates of any city in Canada. It is home to our Marketing and Sales Office and features:

  • A subsidized cafeteria with healthy and delicious food choices
  • Free parking
  • Easy access to transit, including the Sky Train
  • Secure bike facilities and easy access off the Central Valley Greenway


Job Summary:


The objective of the Player Services Assistant role is to provide excellent customer service by representing BCLC in a professional manner and providing timely service to our players.  This position is responsible for awarding prizes to our players which includes verifying counter and daily mail-in prize claims, issuing and reconciling cheques, ensuring the integrity of the pay-out process and the integrity of BCLC is maintained in both written and verbal communications.   In addition, the Player Services Assistant documents and resolves disputed prize claims, using judgment as to whether a legal document is appropriate (i.e. Legal release) and escalating claim(s) when required.  Player Services is also responsible for handling player claims presented at select remote Regional Prize Payout (RPP) locations.



Key Accountabilities:


  • Provide excellent customer service by representing BCLC in a professional manner, providing timely service to claimants, handling difficult customers and situations with tact and diplomacy through effective written and verbal communications.
  • Ensure the accuracy of the pay-out process in accordance with department procedure including verifying counter and daily mail-in prize claims and issuing and reconciling cheques.
  • Documenting and resolving disputed prize claims, using judgment as to whether a legal document is appropriate (i.e. Legal release) and escalating claim when required. 
  • Enhancing big prize winner's positive experience by conducting interviews and taking photos and providing source material to internal customers for marketing promotion.
  • Liaise with other departments as required in order to respond to customer inquiries, complaints, and keep up-to-date on all BCLC products.


Minimum Required Qualifications

Education and Experience

  • Post-secondary certificate or diploma;
  • 1-2 years customer service experience;
  • A second language would be an asset;
  • Salesforces experience would be an asset;
  • An equivalent combination of education and experience may be considered.


Technical Requirements

  • Proven customer service skills;
  • Excellent interpersonal skills;
  • Excellent written and verbal communication skills;
  • Excellent problem solving and analytical thinking/innovation;
  • Strong multi-tasking skills;
  • Ability to work with a high degree of accuracy and attention to detail;
  • Strong data entry skills;
  • Excellent BCLC product knowledge;
  • Able to adapt to changing workloads and priorities, must be flexible;
  • Work well in a team environment;
  • Proven leadership skills;
  • Proven ability to deal with sensitive matters with a degree of diplomacy, tact and confidentiality;
  • Strong computer skills – MS office suite;
  • General business acumen.


    Working Conditions:

  • Flexibility to work various hours on a Monday to Saturday schedule.

Work Schedule:

  • this position is a mix of call in/scheduled shifts.  
  • Shifts can be scheduled between 8am-4:30pm, Monday to Saturdays
  • Schedules are provided approximately 6 weeks in advance



  • Depending on experience, pay offerings could be between $21 - 23/hourW

Please Note: This opportunity will remain open until a qualified candidate pool has been established.

Please Note: Candidates must be legally entitled to work in Canada.

Job Segment: Outside Sales, Data Entry, Sales, Administrative

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