Job Description

We're looking for an engaging, tech-savvy, and detail-oriented Customer Service Representative to join our Digital Engagement Team at our Winnipeg Head Office (140 Otter Street).



In this role, you'll be the primary point of contact for lottery players and loyalty program members, providing exceptional customer support via phone and email. You'll assist with technical troubleshooting, prize fulfillment, and account inquiries, ensuring a seamless player experience while maintaining accuracy and efficiency.


Who We Are



At Pollard Banknote Limited, we've been a leader in instant lottery ticket manufacturing and services for over a century, delivering innovation and quality. Our diverse, talented team drives creativity and collaboration. Alongside our traditional products, we lead in digital lottery solutions, enhancing player engagement with cutting-edge technology. Join us in impacting millions of lives with exciting lottery experiences and help shape the future of gaming!


What We Offer


• Competitive compensation
• Profit sharing program - every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• On-Site Cafeteria & Outdoor Patio
• On Site Gym
• A variety of committee-driven employee engagement activities
• Free Parking
• Hybrid Work Environment




What You'll Do


• Respond to inbound phone calls and emails from players, addressing account inquiries, technical issues, and product questions.
• Provide basic troubleshooting support for mobile apps, websites, and digital platforms.
• Escalate technical issues to the appropriate teams when necessary.
• Log and track service tickets in ServiceNow.
• Create and deliver monthly customer service reports to internal teams.
• Act as the main point of contact for lottery winners in select promotions.
• Coordinate prize fulfillment by collecting and verifying winner information.
• Provide regular updates to Lottery stakeholders on prize fulfillment progress.
• Ensure player confidentiality at all times.
• Attend weekly client calls and operational meetings.
• Assist with improving customer support workflows on FreshDesk and ServiceNow.
• Engage in professional development through training, reading, and webinars.




Who You Are


• A strong communicator with exceptional verbal and written skills.
• A problem-solver who enjoys troubleshooting and finding creative solutions.
• A tech-savvy individual with confidence using multiple digital platforms.
• A detail-oriented multitasker who thrives in a fast-paced environment.
• A self-starter who takes initiative and follows through on tasks.




What You'll Bring


• High school diploma or equivalent (some college preferred).
• At least 1 year of customer service experience, preferably in a call/contact center.
• Technical proficiency with computers, smartphones, tablets, and websites.
• Ability to troubleshoot common app, device, and browser issues.
• Strong Microsoft Office Suite skills (Word, Excel, PowerPoint, SharePoint).
• Excellent time management and problem-solving skills.
• Previous technical support experience is an asset.


Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.



Employment is contingent upon a satisfactory response from a Criminal Record Search.