VIP Support Specialist - Full Time
About The Position
Caesars is one of the biggest names in the world of betting and we are striving to become the largest sports betting and iGaming platform across America. We share a passion for sports and iGaming and are industry leaders providing best-in-class service for all our customers. Caesars Sportsbook, America's leading sports book provider, has an immediate opening for a VIP Support Specialist team member. The VIP Support Specialist acts as the primary point of contact for Caesars Sportsbook and icasino online VIPs, building relationships with players by providing “best in class” service to customers that contact. The Customer Support Team member can quickly develop a rapport via phone, email, and chat, and build trust with our VIPs.
Requirements
- 1 year previous experience in a high-volume, fast-paced call center and/or hospitality industry is required.
- You will need to successfully complete a background check, drug screen, and obtain a gaming license in jurisdictions where the business deems necessary.
- You must be 21 years of age or older.
- Excellent verbal and written communication skills
- Must be available to work nights, holidays, and weekends.
- Ability to multitask and prioritize your work.
- Able to handle complaints and difficult situations in a calm and patient manner.
- Ensure high standards, show initiative, proactivity, and professionalism.
- Must be able to obtain a gaming license.
- Must be able to sit for extended periods of time.
- Must be able to type and talk on the phone for extended periods of time.
- Regular attendance in the office
Responsibilities
- Manage and resolve guest concerns from initial contact through final resolution while meeting established service level agreements (SLAs).
- Deliver exceptional customer experiences by providing personalized, proactive, and solution-oriented support during every interaction.
- Achieve and exceed key performance indicators (KPIs) established by leadership.
- Build strong guest relationships by understanding individual communication preferences and leveraging available technology to enhance engagement and issue resolution.
- Maintain expert knowledge of products, services, bonus programs, system updates, and new initiatives.
- Address guest concerns promptly by collaborating with internal and external partners to ensure timely resolutions.
- Handle escalated and complex situations with professionalism, empathy, and a focus on customer satisfaction.
- Foster a collaborative team environment by mentoring, training, and sharing knowledge with colleagues.
- Utilize communication and customer engagement platforms, including Salesforce, Teams, Slack, RingCentral, Textline, email, and other available tools to deliver VIP-level service.
- Partner with cross-functional teams, including Player Support, Caesars Rewards, VIP Leadership, Marketing Technology, IT, software vendors, analytics, and risk management teams to support guest experience initiatives.
- Regularly communicate performance results, challenges, and opportunities for improvement to leadership.
- Identify opportunities to improve processes, increase operational efficiency, and enhance products and services.
- Effectively prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Maintain the highest standards of integrity, professionalism, and compliance with all applicable policies, regulations, and laws.
- Collaborate with Compliance, Responsible Gaming, and Risk Management teams to address guest disputes, claims, and conflict resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
