Support Case Specialist II

Caesars Entertainment • Las Vegas, NV

1d • Onsite

About The Position

As the Support Case Specialist – Level 2, you will be responsible for handling escalations from the offshore customer support department, ensuring that contacts are recorded for reporting purposes and that contact quality is of a high standard. You will also be the point of contact for any escalations from outside the CS department, including, but not limited to Executive team, Marketing and Regulator complaints.

Requirements

• At least 1 year of Customer Support experience is required.
• Excellent verbal and written communication skills
• Must be available to work nights, holidays, and weekends.
• Must be able to obtain Gaming license
• Ability to multitask.
• Gives quick and effective speed of service.
• Able to handle complaints and challenging situations in a calm and patient manner.
• Ensures high standards, show initiative, proactivity, and professionalism.
• Flexibility to perform different tasks and follow procedures correctly.
• Has 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.
• Ability to obtain and/or be eligible for work authorization, regulatory licensing (where applicable)
• You will need to complete a background check and drug screen successfully

Nice To Haves

• Must be able to sit for extended periods
• Must be able to type and talk on the phone for extended periods
• Regular attendance in the office

Responsibilities

• Work within strict SLAs to ensure customer issues are investigated and resolved professionally, appropriately, and efficiently.
• Ensure that customers are happy with the interaction and resolution
• Work with Customer Support Managers to review data and trends to improve service levels.
• Proactively build great working relationships with key colleagues of all levels of the organization
• Act as a point of escalation for Level 1 Specialists
• Assist in the training and development of Level 1 Specialists
• Ensure that all customer disputes are resolved in line with House Rules.
• Liaise with line managers with appropriate authority to resolve disputes.
• Support administrative tasks within the team
• Undertake additional tasks contributing to the Customer Support team, as needed or requested

What This Job Offers

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