Customer Engagement Specialist - Full Time

Caesars Sportsbook; Las Vegas (NV); On-site; USD 52,000 - 66,000; Full time

Job summary

Caesars Sportsbook is seeking a Customer Engagement Specialist in Las Vegas to proactively engage customers facing activation friction and to maximize retention and revenue opportunities. You will use personalized outreach, consultative problem-solving, and CRM tools to remove barriers and re-engage customers.

The role emphasizes data-driven goals and collaboration with cross-functional teams to improve activation, onboarding, and long-term loyalty within a fast-paced gaming and sportsbook

Qualifications

• 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
• Excellent verbal and written communication skills.
• Strong relationship-building and problem-solving capabilities.
• Experience using CRM and customer engagement platforms.
• Ability to work in a performance-driven environment with measurable goals.
• Gaming, sportsbook, casino, financial services, or telecom experience preferred.

Responsibilities

• Proactively engage customers who encounter friction points affecting activation or retention.
• Provide personalized outreach and consultative problem-solving to remove barriers.
• Re-engage customers to maximize retention and revenue opportunities.

Skills

Customer engagement

Communication

Relationship-building

Problem-solving

CRM experience

Performance-driven

Tools

CRM platforms

Job description

The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.

• 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
• Excellent verbal and written communication skills.
• Strong relationship-building and problem-solving capabilities.
• Experience using CRM and customer engagement platforms.
• Ability to work in a performance-driven environment with measurable goals.
• Gaming, sportsbook, casino, financial services, or telecom experience preferred.

ADDITONAL REQUIREMENTS

• Customer activation and conversion rates
• First-time deposit conversions
• Customer reactivation volume
• Revenue recovered and retained
• Outreach productivity and quality scores
• Customer satisfaction metrics
• Resolution completion rates