Customer Service Representative
CurrentSeamlessly works across all business channels (Cannabis, Liquor, Gaming, Horse Racing and iGaming) demonstrating detailed understanding of dynamic regulations and customersPromptly and proficiently responds to multifaceted inquiries using all points of contact (phone, IAGCO, email and web chat)Builds and nurtures new and longtime relationships by fostering rapport through trust and empathyAdvises on complex regulatory requirements efficiently and effectively on a case-by-case basisTailors customer success strategies to align with unique client challenges, improving morale and successful license obtainmentAssists with complex legislative documentation, explaining responsibilities in plain language, achieving comprehension and complianceManages relations and communications with internal and external stakeholders including potential licensees, licensees, local police, municipal offices, OLG, LCBO, OCS and CRAIssuance of certified documentation for court proceedingsExcels in case management and problem resolution through differentiated customer experiencesDemonstrates product knowledge, technical expertise, and innovative mindset to enable customer success and retentionDelivers comprehensive training and onboarding support and provides guidance and mentorship throughoutCollaborative, cross-functional team player noted for leadership qualities by superiors and peersLeverages time management skills to nurture and maintain large customer portfolio and account prioritiesSets up new customer accounts and leads alignment of customer objectives and current standards of AGCOCoordinated and presented to meetings of approx 50-300 people, often responsible for staging, audio, lighting and visuals
