Sports Support Agent - Full Time (Las Vegas)

Caesars Entertainment•Las Vegas, NV

About The Position

As a Sports Support Agent, you will manage and resolve inbound Sports customer cases with precision and care, ensuring interactions are accurately documented and meet quality and professionalism standards. You will work with Customer Operations Management and other internal teams to investigate customer incidents, address event-related issues, improve service quality, and deliver fair, compliant resolutions. The position also supports administrative and team operations and requires flexibility to take on additional duties as needed.

Requirements

Customer support experience or knowledge.
Sports knowledge.
Technical experience.
Ability to work independently with minimal supervision.
Excellent verbal and written communication skills.
Must be available 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 in assessing situations and making informed decisions.
Ability to manage diverse activities and prioritize responsibilities effectively.
Ability to obtain and/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, meeting established service level agreements (SLAs).
Partner with Customer Operations Management to analyze sports data and trends and identify ways 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 deliver clear, empathetic, and timely resolutions.
Build knowledge of platforms and products to assist with customer inquiries.
Work with internal teams to identify event-related issues and implement solutions.
Build productive working relationships with colleagues across the organization.
Handle customer disputes in accordance with House Rules and escalate to managers when necessary.
Ensure resolutions comply with 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.
Maintain clear and consistent communication with Customer Operations Management.