Customer Success Specialist

Job Description
WELCOME TO THE EMPIRE! 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.
BEHOLD! Caesars Sportsbook, America's leading sports book provider, has an immediate opening for a Customer Success Team member. The Customer Success Team member 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.
What You Will Do:
Service

• Manages all aspects of guest issues through resolution.
• Resolve guest issues within strict SLA's.
• Deliver on KPI's agreed upon by Management.
• Deliver the ultimate customer experience with every interaction.
• Understands the best communication preferences for each player and uses all available technology to resolve guest issues and to manage the relationship.
• Demonstrates mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes
• Constantly strives to delight our guests by exceeding expectations through enthusiastic and personalized service.
• Ensures all concerns are addressed promptly, communicating with internal and external partners.
• Handles difficult situations in a calm and professional manner, seeking to de-escalate the situation and ensure customer satisfaction.
• Demonstrates a willingness to teach, mentor, train, and share information with colleagues.

Communication

• Use available technology and resources, including Textline, Teams, Slack, RingCentral, Salesforce, emails, to ensure all guests are receiving VIP treatment.
• Coordinates with internal and external business stakeholders including Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members, to advance VIP efforts.
• Communicates successes and challenges on a regular and on-going basis to direct supervisor and works with Leadership to improve.
• Strategy & Innovation
• Identifies ways to increase efficiencies and improve upon products and services.
• Can multitask and prioritize in a fast-paced environment.
• Integrity & Compliance
• Fully complies with all applicable rules, regulations, laws, and policies, and conducts themselves with highest levels of integrity and honesty.
• Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on guest claims and disputes to resolve conflicts.

What You Will Need:

• 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.

Physical Requirements:

• 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

About Us
Behold! Caesars Sportsbook is here, and we're proud to be a part of Caesars Entertainment-the number one gaming company in the world with over 80 years of sports betting expertise.
At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It's the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.
As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we're creating new and exciting opportunities for you to be a part of our empire and make an impact.
Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember-We Are All Caesars!