Customer Engagement Specialist - Full Time

Caesars Entertainment; Las Vegas (NV); On-site; USD 42,000 - 64,000; Full time

Job summary

Caesars Entertainment is seeking a Customer Engagement Specialist for on-site operations in Las Vegas. You will proactively engage customers, resolve friction points, and drive activation and long‑term loyalty through personalized outreach and cross‑functional collaboration.

With 2+ years in customer service or related fields, you’ll excel in relationship building and problem solving, using CRM platforms to track interactions and outcomes.

Qualifications

• 2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.

Responsibilities

• Conduct outbound outreach to customers identified through Service Recovery programs.
• Assist customers who abandon registration, verification, or funding processes.
• Support KYC completion, failed deposit recovery, and source‑of‑funds documentation requests.
• Engage high‑value prospects and newly registered customers to drive activation and first‑time deposits.
• Reactivate dormant and inactive customers through personalized outreach.
• Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.
• Document customer interactions and identify recurring customer pain points.
• Serve as a customer advocate by escalating trends and process improvement opportunities.

Skills

Customer service

CRM proficiency

Verbal & written comms

Relationship building

Problem solving

Tools

Salesforce

HubSpot

Zendesk

Job description

Las Vegas, NV, United States (On-site)

WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission: “Create the Extraordinary"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

Conduct outbound outreach to customers identified through Service Recovery programs.

Assist customers who abandon registration, verification, or funding processes.

Support KYC completion, failed deposit recovery, and source‑of‑funds documentation requests.

Engage high‑value prospects and newly registered customers to drive activation and first‑time deposits.

Reactivate dormant and inactive customers through personalized outreach.

Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.

Document customer interactions and identify recurring customer pain points.

Serve as a customer advocate by escalating trends and process improvement opportunities.

What You Will Need

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

Revenue recovered and retained

Outreach productivity and quality scores

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting‑edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN
We believe in delivering family‑style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre‑employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre‑employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre‑employment screening may occur post‑offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.
ADA
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy‑related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.
EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

Job Info

• Job Identification 90498
• Job Category Sales and Marketing
• Job Schedule Full time
• Locations 6385 Rainbow 8th Floor (On‑site)