Customer Support Admin Supervisor

Caesars Entertainment•Las Vegas, NV

3d•Onsite

About The Position

Caesars is seeking a Customer Support Admin Supervisor in Las Vegas, NV. This role involves supervising the Customer Admin Support department to ensure service levels are met and exceeded, contacts are recorded for reporting, and contact quality is high. The supervisor will also manage a team of Customer Support Admins, conducting monthly reviews, grading calls, coaching, and setting improvement targets.

Requirements

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
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

Responsibilities

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