Customer Support Admin Supervisor

Caesars Entertainment•Las Vegas, NV

About The Position

The Customer Support Admin Supervisor oversees the Customer Admin Support department, ensuring service levels are met or exceeded, contacts are recorded for reporting, and contact quality remains high. The supervisor also manages a group of Customer Support Admins, meeting with them monthly to review performance, grade calls, provide coaching, and set improvement targets. The role works with team managers to set and implement goals, review service data and trends, and carry out company initiatives. It supports dispute resolution, compliance with State and Federal rules and regulations, administrative tasks, team communication, staff development, and a safe and healthy work environment.

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 effectively prioritize responsibilities.
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 goals and expectations for the team and ensure they are effectively implemented.
Work with the Administrative Services Team Manager to review data and trends and improve service levels.
Ensure company initiatives and strategies are effectively implemented.
Build 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 to resolve disputes.
Ensure the Administrative Support Team remains compliant 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 for the Administrative Support Team as needed or requested.
Ensure effective communication channels exist and are used in the department.
Challenge and appropriately address underperformance.
Maintain a multi-skilled Administrative Support Team.
Support team development and individual growth through training.
Maintain a safe and healthy working environment and report issues to the Assistant Administrative Services Team Manager and/or HR.
Supervise a group of Customer Support Admins, meeting monthly to review performance, grade calls, coach, and set improvement targets.