Digital Reputation Specialist, Sports

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 platform across America. We share a passion for sports and are industry leaders providing best-in-class service for all our customers.
BEHOLD! Looking for a positive, upbeat, solutions-oriented personality to serve as our Digital Reputation Specialist, Sports. This specialist is responsible for monitoring and responding to app reviews posted on mobile app store review sites and social media channels, such as, but not limited to Twitter, Facebook, and Instagram. This person will communicate with the appropriate management teams to ensure issues and inquiries are handled quickly, diplomatically and effectively.
**This role will require some night and weekends**
What You Will Do:

• Managing high-profile accounts on behalf of Caesars Sportsbook. It will be your job to personally manage the online presence of incoming property reviews.
• Interact with stakeholders daily to escalate any recurring issues or trends seen in multiple reviews.
• You will work autonomously to decide on the best course of response for the brand reputation, escalating to department management as needed.
• Utilize reporting tools to deliver monthly analytics reports to management team.
• Act as a strategic counselor to operations teams in monthly reputation meetings.
• Use of an enterprise social media technology platform (Sprout Social) for real-time responses to Facebook, Twitter, and other official networks to rectify guest issues and manage app review response through Apple App Store and Google Play App Store.
• Ensure responses are as accurate as possible and customer issues are addressed fully.
• Provide outstanding service through the written word. Must have excellent grammar and spelling skills.
• Routes issues beyond the scope of their duties to appropriate department and follows up to ensure guest satisfaction.
• Able to multi-task in a fast-paced environment.
• Use discretionary decision-making and independent judgment to determine resolutions when applicable.
• Provide customer support by demonstrating sufficient product and industry knowledge.
• Must be proficient in navigating the internet and social media websites.
• When new information is received, department knowledge base is updated immediately.
• Creates a fun, comfortable and professional work environment; free from negativity.
• Must have excellent communication and be able to get along well with co-workers/work as a team.
• Proficient with computers and able to learn multiple platforms quickly and efficiently.
• Must present a polished and professional appearance.
• Complete all tasks assigned by management team.

What You Will Need:

• Copywriting experience a plus
• 1-3 years professional company reputation/social media experience preferred
• English, Communications or related college degree preferred
• Experience in a sports industry-focused or customer service environment
• Must have a flexible schedule, able to work weekends and holidays
• Adherence to regulatory, departmental and company policies and procedures

Physical Requirements:

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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Caesars Sportsbook & Casino reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Sportsbook & Casino's employment process, finalist candidates will be required to complete a drug test and background check upon offer acceptance.
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!