VIP Sports and iCasino Sales Executive

Job Description
The Sports Sales Executive acts as the primary growth engine for VIP Sports Marketing and iCasino, owning outbound sales telemarketing to a broad range of Caesars Entertainment guests. In this role, you will develop strategic relationships with guests by having a comprehensive understanding of all facets of mobile and in-person sports betting, iCasino, gaming systems, and sales. VIP Sports and iCasino Sales Executives display a strong understanding of the Caesars Sales and Service model within VIP Marketing and assist in positively promoting this model while continuing to build rapport with customers through commercial awareness and anticipation of customer needs. The ideal candidate for this position will possess excellent customer service skills, a passion for customer care, and a commitment to proactively service and assist in guest recovery as necessary. As an intuitive and creative problem solver, you will constantly strive to delight our guests and be confident in your ability to meet goals set forth by the management team.
ESSENTIAL JOB FUNCTIONS:
Sales

• Manages all aspects of guest's account in all states for both iCasino and Sports Betting.
• Responsible for developing and maintaining assigned guests through direct mail, email, telemarketing, texts, and leveraging available technology.
• Actively participates in telephone solicitation and coordinates personalized offerings for assigned guests.
• Fully knowledgeable of all happenings on property and in market for cross-sell opportunities.
• Demonstrates mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes.
• Actively participates in all department and company initiatives to drive sales and revenue.
• Proactively reaches out to guests that show a likelihood to convert to VIP with additional outreach and VIP offers.
• Supports internal customer-focused departments ad hoc and uses that opportunity to evaluate guests' share of wallet and growth potential.
• Demonstrates a willingness to teach, mentor, train and share information with the team.
• Develops skills to handle increasingly complex matters.
• Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation.
• Has the ability to multitask and prioritize in a fast-paced environment.
• Finds new customers based on criteria established by the Management team.
• Works with department leadership to develop VIP strategies that maximize revenue and guest satisfaction.
• Opportunity for quarterly bonuses that can earn you a six-figure income.
• Experienced VIP Hosts/Player Development can ramp-up to targets even faster for high income opportunities!

Service

• Constantly strives to delight our guests; the goal is to exceed expectations through gracious, enthusiastic and personalized service.
• Manages VIP guests in one-on-one communications in addition to VIP group settings as applicable.
• Fulfills the support needs of VIP guests and quickly resolve any issues.
• Hosts guests at social events, sporting venues, and special promotions as applicable.
• Resolves VIP guest issues using tools which include real time customer data and alert systems.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Assists guests with troubleshooting account, initiating or closing wagers, account funding or withdraws, and additional customer service-type questions.
• Anticipates, responds to and consistently meets or exceeds the needs of players including, but not limited to transportation and accommodation arrangements for on-property visits and/or social events.
• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and strengthen guest loyalty.
• Submits IT Tickets on behalf of guests that require additional assistance and follows up accordingly to a complete resolution.
• Host VIPs at the most popular venues in sports including Caesars Superdome, Madison Square Garden, Wrigley Field, Chase Field and Citi Field.
• In-market hosted event opportunities at all of our Caesars Rewards properties.

Communication

• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Gives consistent, polite, timely, and accurate information and service to all guests and co-workers; taking the initiative to find the answer when unsure.
• Uses available technology and resources, including Textline, Team, Slack, RingCentral, Salesforces, emails, and cell phones, to ensure all guests are receiving VIP treatment inside and outside or standard business hours.
• Coordinates with internal and external business stakeholders including, but not limited to Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts.
• Ensures accuracy and timely completion of all player communication.
• Communicates successes and challenges on a regular and on-going basis to direct supervisor.

Strategy & Innovation

• Brainstorms and helps create new VIP promotions and initiatives to enhance the value VIP program producing measurable financial results from VIP guest-base.
• Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the guest experience.
• Daily, weekly and monthly VIP guest activity monitoring and reporting including wagering, revenue, win/loss and guest generosity levels.
• Responds to daily reporting identifying movement in coded population including incliners, decliners, defectors, and funding changes with personal outreach and VIP offers.
• Identifies ways to increase efficiencies and to improve products or services.

Integrity & Compliance

• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on guest claims and disputes to resolve conflicts.
• Adheres to all department/company policies and procedures.
• Educated on all jurisdictional policies related to guest support functionality.
• Has the ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Monthly and Weekly contest, spiffs, and prizes.
• Continuous Development and learning opportunities with on-the-job training, free/reduced cost eCornell courses, and educational assistance or student loan reimbursement, when qualified

EDUCATION AND EXPERIENCE:

• One+ year of experience in sales, casino and/or loyalty marketing.
• One+ year of experience with service/support from an online company preferred.
• High School diploma or equivalent.
• Strong sales, project management, customer service, and analytical skills a plus.

QUALIFICATIONS:

• High level of energy, enthusiasm, and passion for improving the player experience and relentless in the pursuit of getting results.
• Upbeat, positive and charismatic.
• Extensive knowledge of sports betting, sports, teams, players and leagues required.
• Excellent communication and organization skills are required.
• Experience in consumer web or game development, including online gaming a plus.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Able to overcome resistance to change and influence people.
• Able to communicate effectively at all levels of organization and see things through the eyes of the guest.
• Must be able to obtain gaming license as needed.

COMPETENCIES:

• Sales Excellence: Leveraging sales techniques to maximize performance.
• Passion for Service: Internally motivated to graciously serve, delight and build player loyalty; as well as service and assist co-workers.
• Drive: Harnessing energy and passion to excel.
• Customer/Commercial/Market Awareness: Anticipating and listening to customer needs; looking outside our world.
• Influence: Engaging and assisting others to succeed.
• Professional Excellence: Applied functional/business knowledge; professionalism, composure, effectiveness.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must have manual dexterity and coordination to operate office equipment including, but not limited to computers, telephone/headset, etc.
• Must be able to work in moderate to loud noise conditions.
• Must be able to make telephone calls for extended periods (minimum 60+ calls/day).
• Must be able to lift up to 15 pounds.
• Must be able to tolerate areas containing secondhand smoke.
• Must be able to work for long periods of time, under fluorescent lighting.
• Must be able to work at a desk, for most of the day, in a seated position.
• Must be able to spend most of the day working off computer monitors and operating a keyboard.
• Although most of the position will be spent seated at a desk, there will be occasions where candidate must be able to remain on one's feet for long periods of time, and/or walk for long distances.
• Must be able to travel as needed.

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!