Proactive Customer Engagement Specialist

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 52,000 - 76,000; Full time

Job summary

Caesars Digital is hiring a Customer Engagement Specialist to proactively engage customers who hit friction points during activation, onboarding, or ongoing loyalty. You will use personalized outreach and consultative problem-solving to remove barriers, resolve issues, and re-engage customers to maximize retention and revenue opportunities.

In this role, you will collaborate with cross-functional teams including Service Recovery, VIP, Retention, Payments, and Product to drive activation,

Qualifications

• 2+ years 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

• 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

CRM platforms

Communication

Relationship building

Problem solving

Outbound outreach

Tools

CRM software

Job description

Caesars Digital is hiring a Customer Engagement Specialist to proactively engage customers who hit friction points during activation, onboarding, or ongoing loyalty. You will use personalized outreach and consultative problem-solving to remove barriers, resolve issues, and re-engage customers to maximize retention and revenue opportunities.

In this role, you will collaborate with cross-functional teams including Service Recovery, VIP, Retention, Payments, and Product to drive activation,