Bilingual Player Experience Representative
Atlantic Lottery - 2 Jobs
Moncton, NB
Job Details:
Benefits:
Join the Fun at Atlantic Lottery! 🎉
Are you a friendly self-starter who loves engaging in client-focused conversations? Do you thrive in a dynamic environment where you can showcase your problem-solving skills and attention to detail? If so, Atlantic Lottery (AL) wants YOU to join our team!
As a Player Experience Representative, you'll be the first point of contact for players across Atlantic Canada, delivering exceptional service through phone, email, and live chat. Your focus will be on creating positive, meaningful experiences for every player while supporting Atlantic Lottery's commitment to integrity, responsible gaming, and continuous improvement.
Why You'll Love It Here:
- Comprehensive Benefits: Extended medical, dental, and vision coverage from day one, plus life insurance, disability, and wellness programs.
- Pension Plan: Defined pension plan to secure your future.
- Competitive Salary: Annual salary range of $55,250 to $58,000, with shift premium pay for evening and weekend shifts.
- Work-Life Balance: 3 weeks of vacation (pro-rated) & 13 paid statutory holidays, plus 22.5 hours of personal leave per year.
- Career Growth: Opportunities for advancement within the company.
- Wellness Perks: Access to an on-site gym, fitness classes, and personal training sessions.
- Community Engagement: 15 hours of volunteer service per year to give back to the community.
- Hybrid Work Arrangement: After successfully completing the probation period and consistently excelling in performance and meeting key metrics, you'll have the option to work in a hybrid model from our Moncton office.
Application Deadline: June 3, 2026
What You'll 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 Lottery's 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 third‑party 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
We've made meaningful enhancements to our hiring practices in recent years. Our typical recruitment process includes:
- One in-person and one shorter virtual interview
- An assignment and/or scenario‑based 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 performance‑related 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 candidate's responsibility to secure these requirements.
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.
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