Customer Service Representative, Charitable Lottery Services (Term Position)

Markham, Ontario
Early Career


At MNP we pride ourselves on being different – it’s our entrepreneurial drive that sets us apart. It’s the same drive that’s helped us become Canada’s fastest growing national firm. We foster collaboration, value your ideas, promote based on talent, live balanced lifestyles and make time for FUN. We are one firm, one team, collaborating to support you wherever you want to take your career.

Be part of the momentum. We are currently seeking a Customer Service Representative to join our Administration team for a twelve (12) month term starting January 2021. Understanding the complexities of charitable lotteries, MNP is a leading national accounting, tax and business consulting firm for this sector. Our team of specialists provide ticket fulfillment and draw control services to organizations across Canada and the U.S and work with regulators to ensure high expectations for integrity are being met. We are committed to strengthening an organization’s reputation and approach to compliance while balancing risk and control.


Performance Expectations

  • Provide exceptional inbound/outbound customer service to callers
  • Handle concerns regarding lottery ticket purchase, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Receive and respond to inbound e-mail; gather and verify required information
  • Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken
  • Ensure proper security procedures are followed on all e-commerce customer interactions
  • Resolve customer complaints (i.e., ticket not received, payment issues)
  • Create and update customer files in a customized database


  • Completion of post-secondary school
  • Minimum of 2 years experience in a customer service role
  • Ability to listen attentively and to use information provided by customers to tailor responses and actions to meet their specific needs
  • Minimum typing speed of 25 WPM with high degree of accuracy
  • Ability to work under pressure and meet deadlines

Core Competencies and Personal Characteristics

  • Communication – effectively expresses ideas and conveys information in business writing, conversations and interactions with others
  • Integrity – professional whose honesty, integrity, confidentiality and high ethical standards contributes to effective leadership and optimal business relationships
  • Energy – displays enthusiasm, optimism, drive and passion while maintaining a high level of productivity and a balanced lifestyle
  • Diversity – understands the importance of different backgrounds, perspectives and experiences and is respectful of individual differences
  • Communication – effectively expresses ideas and conveys information in business writing, conversations and interactions with others
  • Client Service Excellence – understands the importance of quality client service by being courteous, responding to client requests in a timely manner and monitoring satisfaction
  • Teamwork & Relationship Development – works collaboratively with team members in order to achieve a common goal and develops, maintains and strengthens relationships with others, both inside and outside the Firm
  • Accountability – takes responsibility for one’s own performance by setting clear goals and tracking progress against those goals; is highly organized and uses personal judgement and decision making
  • Flexibility – effectively manages multiple assignments, adapts to changing priorities and is able to work independently or as part of a team


More than a paycheque, MNP delivers. You’ll be empowered to share your ideas, take on new challenges and advance your career.

Join a diverse firm committed to maintaining its unique culture and fostering a balanced lifestyle. MNP offers benefits that allow you to thrive at work and outside the office! You can expect: generous paid time off, firm sponsored FUN social events, client and team member referral bonuses, work-life flexibility, exclusive access to a variety of perks and discounts, learning opportunities through MNP University, a flexible dress for your day environment and more!


How to Apply