iCasino Support Agent - Full Time

Caesars Entertainment; Las Vegas (NV); On-site; USD 42,000 - 54,000; Full time

Job summary

Caesars Entertainment is seeking an iCasino Support Agent to deliver exceptional customer experiences by managing inbound iCasino cases and documenting interactions with precision. You will serve as the primary liaison for inquiries outside the Customer Support department, collaborating with executive leadership, Marketing, Compliance and Regulatory Affairs to address and resolve complex cases efficiently.

The role requires night, holiday and weekend availability, strong written and verbal

Qualifications

• Customer support, iGaming, and technical experience required.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Must be available to work nights, holidays, and weekends.

Responsibilities

• Lead real-time case management for inbound iCasino contacts within SLAs.
• Analyze casino data and trends to improve service quality.
• Investigate and resolve customer incidents using back-office systems.
• Identify customer pain points and coordinate across departments for timely resolutions.
• Become proficient in iCasino platforms to handle diverse inquiries.
• Collaborate with iGaming vendors to identify game-related issues and solutions.
• Maintain strong relationships across the organization to support case resolution.
• Ensure fair dispute handling in line with House Rules and compliance requirements.

Skills

Customer support

iGaming experience

Technical aptitude

Communication skills

Job description

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

As an iCasino Support Agent, you’ll play a pivotal role in delivering exceptional customer experiences by managing and resolving inbound iCasino cases with precision and care. You’ll ensure every customer interaction is accurately documented and meets our high standards of quality and professionalism.

In this dynamic position, you’ll also serve as the primary liaison for iCasino-related inquiries originating outside the Customer Support department. This includes collaborating with cross-functional teams such as Executive Leadership, Marketing, Compliance, and Regulatory Affairs to address and resolve complex cases efficiently and effectively.

How You Will Create the Extraordinary

• Lead Real-Time Case Management: Receive and resolve iCasino customer contacts, ensuring timely and accurate resolution of customer cases within established service level agreements (SLAs).
• Drive Service Excellence Through Insights: Partner with Customer Operations Management to analyze casino data and trends, identifying opportunities to elevate service quality and customer satisfaction.
• Resolve with Precision: Utilize third-party back‑office systems to investigate and resolve customer incidents swiftly and effectively.
• Champion Customer Advocacy: Identify customer pain points and collaborate across departments to deliver clear, empathetic, and timely resolutions.
• Become a Product Expert: Continuously expand your knowledge of iCasino platforms and products to confidently assist with a wide range of customer inquiries.
• Partner with Providers: Work directly with iGaming vendors to uncover game‑related issues and implement effective solutions.
• Build Strong Relationships: Foster positive, productive relationships with colleagues across all levels of the organization to support seamless case resolution.
• Ensure Fair Dispute Resolution: Handle customer disputes in alignment with House Rules, escalating to appropriate managers when necessary to ensure fair outcomes.
• Stay Compliant: Deliver resolutions that meet all State and Federal regulatory requirements, maintaining the highest standards of integrity and compliance.
• Support Team Operations: Assist with administrative tasks and contribute to the overall efficiency and success of the Customer Operations team.
• Be a Team Player: Take on additional responsibilities as needed, always with a focus on enhancing the customer experience.
• Communicate Effectively: Maintain clear, consistent communication with Customer Operations Management to ensure alignment and transparency.
• Adapt and Excel: Embrace other duties as assigned, demonstrating flexibility and a commitment to continuous improvement.

What You Will Need

• Customer Support, iGaming, technical experience
• Must be able to work independently with minimal supervision
• Excellent verbal and written communication skills
• Must be available to work nights, holidays, and weekends
• Ability to multitask
• Gives quick and effective speed of service
• Able to handle complaints and challenging situations in a calm and patient manner
• Maintain high standards, show initiative, proactivity, and professionalism
• Flexibility to perform different tasks and follow procedures correctly
• Has the drive and enthusiasm for personal development
• Must be confident in one’s ability to assess situations and make informed decisions
• Ability to manage a diverse range of activities and effectively prioritize responsibilities
• Ability to obtain and/or be eligible for work authorization, regulatory licensing (where applicable)

ADDITONAL REQUIREMENTS

• Must be able to sit for extended periods
• Must be able to type and talk on the phone for extended periods

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 89533
• Job Schedule Full time
• Locations 6385 Rainbow 8th Floor (On‑site)