Customer Engagement Specialist

Las Vegas, NV, United States (On-site)

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.

The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long‑term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re‑engages customers to maximize retention and revenue opportunities.

Conduct outbound outreach to customers identified through Service Recovery programs.

Assist customers who abandon registration, verification, or funding processes.

Support KYC completion, failed deposit recovery, and source‑of‑funds documentation requests.

Engage high‑value prospects and newly registered customers to drive activation and first‑time deposits.

Reactivate dormant and inactive customers through personalized outreach.

Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.

Document customer interactions and identify recurring customer pain points.

Serve as a customer advocate by escalating trends and process improvement opportunities.

2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.

Excellent verbal and written communication skills.

Strong relationship‑building and problem‑solving capabilities.

Experience using CRM and customer engagement platforms.

Ability to work in a performance‑driven environment with measurable goals.

Gaming, sports book, casino, financial services, or telecom experience preferred.

ADDITONAL REQUIREMENTS

Customer activation and conversion rates

Revenue recovered and retained

Outreach productivity and quality scores

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting‑edge digital platforms including Caesars Sports book, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN
We believe in delivering family‑style service—an approach that fosters warmth, connection, and a genuine sense of…