Sports Support Agent Las Vegas

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.

As a Sports Support Agent, you’ll play a pivotal role in delivering exceptional customer experiences by managing and resolving inbound Sports cases with precision and care. You’ll ensure every customer interaction is accurately documented and meets our high standards of quality and professionalism.

• Lead Real-Time Case Management:
  Receive and resolve Sports customer contacts, ensuring timely and accurate resolution of customer cases within established service level agreements (SLAs).
• Drive Service Excellence Through Insights:
  Partner with Customer Operations Management to analyze sports data and trends, identifying opportunities to elevate service quality and customer satisfaction.
• Resolve with Precision:
  Utilize third-party back-office systems to investigate and resolve customer incidents swiftly and effectively.
• Champion Customer Advocacy:
  Identify customer pain points and collaborate across departments to deliver clear, empathetic, and timely resolutions.
• Become a Product Expert:
  Continuously expand your knowledge of platforms and products to confidently assist with a wide range of customer inquiries.
• Partner with Internal Teams:
  Work directly with internal teams to uncover event related issues and implement effective solutions.
• Build Strong Relationships:
  Foster positive, productive relationships with colleagues across all levels of the organization to support seamless case resolution.
• Ensure Fair Dispute Resolution:
  Handle customer disputes in alignment with House Rules, escalating to appropriate managers when necessary to ensure fair outcomes.
• Stay Compliant:
  Deliver resolutions that meet all State and Federal regulatory requirements, maintaining the highest standards of integrity and compliance.
• Support Team Operations:
  Assist with administrative tasks and contribute to the overall efficiency and success of the Customer Operations team.
• Be a Team Player:
  Take on additional responsibilities as needed, always with a focus on enhancing the customer experience.
• Communicate Effectively:
  Maintain clear, consistent communication with Customer Operations Management to ensure alignment and transparency.
• Adapt and Excel:
  Embrace other duties as assigned, demonstrating flexibility and a commitment to continuous improvement.

• Customer Support, Sports knowledge, technical experience
• Must be able to work independently with minimal supervision
• Excellent verbal and written communication skills
• Must be available to work nights, holidays, and weekends
• Ability to multitask
• Gives quick and effective speed of service
• Able to handle complaints and challenging situations in a calm and patient manner
• Maintain 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…