Customer Support Admin Supervisor

Caesars Sportsbook•Spring Valley, NV

About The Position

The Customer Support Admin Supervisor oversees the Customer Admin Support department, ensuring service levels are met or exceeded, customer contacts are recorded for reporting, and contact quality remains high. The supervisor also manages a group of Customer Support Admins, holding monthly reviews, grading calls, coaching team members, and setting improvement targets.

Requirements

Excellent verbal and written communication skills.
Availability to work nights, holidays, and weekends.
Ability to multitask.
Ability to provide quick and effective service.
Knowledge of State and Federal rules and regulations.
Ability to handle complaints and difficult situations calmly and patiently.
Ability to maintain high standards and demonstrate initiative, proactivity, and professionalism.
Flexibility to perform different tasks and follow procedures correctly.
Drive and enthusiasm for personal development.
Ability to work independently with minimal supervision.
Confidence in assessing situations and making informed decisions.
Ability to manage a diverse range of activities and prioritize responsibilities effectively.
Ability to sit for extended periods.
Ability to sit, type, and talk on the phone.

Responsibilities

Work with the Customer Support Team Manager to set clear team goals and expectations and ensure they are implemented effectively.
Work with the Administrative Services Team Manager to review data and trends and improve service levels.
Ensure company initiatives and strategies are implemented effectively.
Build strong working relationships with colleagues at all levels of the organization.
Ensure customer disputes are resolved in line with House Rules and liaise with authorized line managers as appropriate.
Ensure the Administrative Support Team complies with State and Federal rules and regulations.
Cascade company communications to the Administrative Support Team.
Support administrative tasks within the team.
Undertake additional tasks and projects that contribute to the Administrative Support Team, as needed or requested.
Ensure effective communication channels exist and are used within the department.
Address underperformance appropriately.
Maintain a multi-skilled Administrative Support Team.
Support team development and foster individual growth through training.
Maintain a safe and healthy working environment and report issues to the Assistant Administrative Services Team Manager and/or HR.
Conduct monthly reviews with the supervisor's group of Customer Support Admins, grade calls, coach team members, and set targets for improvement.