Sports Support Agent - Full Time (Las Vegas)

Caesars Entertainment • Las Vegas, NV

3d

About The Position

The Sports Support Agent manages and resolves inbound Sports customer cases, ensuring timely, accurate outcomes within established service level agreements. The role documents interactions to meet quality and professionalism standards and uses third-party back-office systems to investigate and resolve incidents. The agent works with Customer Operations Management and internal teams to identify trends, address event-related issues, improve service quality, and provide clear and empathetic customer resolutions. The role also handles disputes under House Rules, escalates matters to managers when needed, complies with State and Federal regulatory requirements, supports administrative and team operations, and takes on additional duties as assigned.

Requirements

• Experience or knowledge in customer support, sports, and technical areas.
• Ability to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Availability to work nights, holidays, and weekends.
• Ability to multitask and provide quick, effective service.
• Ability to handle complaints and challenging 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.
• Confidence assessing situations and making informed decisions.
• Ability to manage diverse activities and prioritize responsibilities effectively.
• Ability to obtain or be eligible for work authorization and regulatory licensing, where applicable.
• Ability to sit for extended periods.
• Ability to type and talk on the phone for extended periods.

Responsibilities

• Receive and resolve Sports customer contacts within established service level agreements.
• Partner with Customer Operations Management to analyze sports data and trends and identify opportunities to improve service quality and customer satisfaction.
• Use third-party back-office systems to investigate and resolve customer incidents.
• Identify customer pain points and collaborate across departments to provide clear, empathetic, and timely resolutions.
• Build knowledge of platforms and products to assist with a range of customer inquiries.
• Work with internal teams to identify event-related issues and implement solutions.
• Build productive working relationships with colleagues across the organization.
• Resolve customer disputes in alignment with House Rules and escalate to appropriate managers when necessary.
• Ensure resolutions meet State and Federal regulatory requirements.
• Assist with administrative tasks and support the efficiency of the Customer Operations team.
• Take on additional responsibilities and duties as assigned.
• Communicate consistently with Customer Operations Management.
• Document customer interactions accurately and meet quality and professionalism standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed