Bilingual Player Experience Representative

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 : September 25, 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 pre-screen phone call
• Behavioral or cognitive assessments
• One in-person interview
• An assignment and/or scenario‑based questions
• 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.

Role Commitment:

To support employee development, business continuity, and knowledge transfer, individuals who accept this position are expected to remain in the role for a minimum of 18 months before being eligible to apply for or transfer to another position within Atlantic Lottery.

This expectation applies to both external hires and employees moving into the role from another position.

Internal Candidates:

Internal applicants must be in good standing , including meeting expectations on their most recent performance review, and must not be on probation . Consideration may also include factors such as performance improvement plans, disciplinary actions, attendance, and completion of mandatory training.

A Predictive Index (PI) assessment will be completed or shared with the hiring leader as part of the evaluation process.

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.

Atlantic Lottery welcomes applications from all qualified candidates. Applicants must be legally authorized to work in Canada. Atlantic Lottery is not participating in the Temporary Foreign Worker (Labour Market Impact Assessment) Program, Provincial Nominee Programs, or the Atlantic Immigration Program at this time. Support for any other immigration programs for new hires is subject to internal policies, operational needs, and program restrictions and is not guaranteed.

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. John's, 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 ALer's

We want ALer's to be happy and healthy. Our benefits vary by region.

Support your family

Your family matters to you, so they're important to us. We offer parental leave policies with top-up, retirement savings plans, benefits, employee & family assistance program (EFAP), pension and much more.

Live a healthy life

All ALer's have access to excellent healthcare choices. In 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 ALer's 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.