Customer Support Admin Supervisor

WE ARE CAESARS

There is an immediate opening for a Customer Support Admin Supervisor in Las Vegas, NV. As the Customer Support Admin Supervisor, you will be responsible for supervising the Customer Admin Support department, ensuring that service levels are met and exceeded, contacts are recorded for reporting purposes, and that contact quality is of a high standard. You will also supervise your own group of Customer Support Admins, meeting monthly to review team, grading calls, coaching, and setting targets for improvement.

• Work with the Customer Support Team Manager to set clear goals and expectations for the team and ensure they are effectively implemented
• Actively work with the Administrative Services Team Manager to review data and trends to improve service levels
• Ensure all company initiatives and strategies are effectively implemented
• Proactively build great working relationships with key colleagues of all levels of the organization
• Ensure that all customer disputes are resolved in line with House Rules. Liaise with line managers with appropriate authority to resolve disputes
• Ensure the Administrative Support Team remains fully compliant with State and Federal rules and regulations
• Ensure all company communication is cascaded to the Administrative Support Team
• Support various administrative tasks within the team
• Undertake additional tasks and projects contributing to the Administrative Support Team, as needed, or requested
• Ensure effective communication channels exist and are utilized in the department
• Ensure underperformance is challenged and appropriately addressed
• Maintain an Administrative Support Team that fosters a multi-skilled environment
• Support the Administrative Support Teams development and foster individual growth through training
• Maintain a safe and healthy working environment, reporting any issues appropriately to the Assistant Administrative Services Team Manager and/or HR

• Excellent verbal and written communication skills
• Availability to work nights, holidays, and weekends
• Ability to multitask
• Gives quick and effective speed of service
• Knowledge of State and Federal rules and regulations
• Able to handle complaints and difficult situations in a calm and patient manner
• Ensure high standards, show initiative, proactivity, and professionalism
• Flexibility to perform different tasks and follow procedures correctly
• Has the drive and enthusiasm for personal development
• Must be able to work independently with minimal supervision
• Must be confident in one's ability to assess situations and make informed decisions
• Ability to manage a diverse range of activities and effectively prioritize responsibilities

Physical Requirements:

• Must be able to sit for extended periods
• Must be able to sit, type and talk on the phone for extended periods of time.
• Regular attendance in the office.

• Job Identification 84150
• Job Schedule Full time
• Locations William Hill - R7 Office (On-site)

DISCLAIMER These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer.

The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectionate orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

ADA Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.