VIP Support Specialist

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission
: “Create the Extraordinary

Our Vision
: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values
: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Caesarsis one of thebiggestnames in the world of betting and we are striving to become the largest sports betting and iGaming platform across America. We share a passion for sports and iGaming and are industry leaders providing best-in-class service for all our customers.

Caesars Sports book, America's leadingsports book provider, has an immediate opening for a VIP Support Specialist team member. The VIP Support Specialist acts as the primary point of contact for Caesars Sports book and icasino online VIPs, building relationships with players by providing “best in class” service to customers that contact. The Customer Support Team member can quickly develop a rapport via phone, email, and chat, and build trust with our VIPs.

• Manage and resolve guest concerns from initial contact through final resolution while meeting established service level agreements (SLAs).
• Deliver exceptional customer experiences by providing personalized, proactive, and solution-oriented support during every interaction.
• Achieve and exceed key performance indicators (KPIs) established by leadership.
• Build strong guest relationships by understanding individual communication preferences and leveraging available technology to enhance engagement and issue resolution.
• Maintain expert knowledge of products, services, bonus programs, system updates, and new initiatives.
• Address guest concerns promptly by collaborating with internal and external partners to ensure timely resolutions.
• Handle escalated and complex situations with professionalism, empathy, and a focus on customer satisfaction.
• Foster a collaborative team environment by mentoring, training, and sharing knowledge with colleagues.
• Utilize communication and customer engagement platforms, including Salesforce, Teams, Slack, Ring Central, Textline, email, and other available tools to deliver VIP-level service.
• Partner with cross-functional teams, including Player Support, Caesars Rewards, VIP Leadership, Marketing Technology, IT, software vendors, analytics, and risk management teams to support guest experience initiatives.
• Regularly communicate performance results, challenges, and opportunities for improvement to leadership.
• Identify opportunities to improve processes, increase operational efficiency, and enhance products and services.
• Effectively prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Maintain the highest standards of integrity, professionalism, and compliance with all applicable policies, regulations, and laws.
• Collaborate with Compliance, Responsible Gaming, and Risk Management teams to address guest disputes, claims, and conflict resolution.

• 1 year previous experience in a high-volume, fast-paced call center and/or hospitality industry is required.
• You will need to successfully complete a background check, drug screen, and obtain a gaming license in jurisdictions where the business deems…