Sports Support Agent - Full Time (Las Vegas)

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

Job summary

Caesars Digital in Las Vegas, part of Caesars Entertainment, seeks a Sports Support Agent to manage inbound sports cases, document interactions, and uphold our high standards of quality and professionalism.

In this role you will lead real-time case management, analyze sports data with Customer Operations, resolve incidents using back-office systems, and collaborate across teams to deliver timely, fair resolutions while maintaining regulatory compliance.

Qualifications

• Customer support, sports knowledge, technical experience.

Responsibilities

• Lead Real-Time Case Management: receive and resolve sports customer contacts within SLAs.
• Drive service excellence through insights: analyze sports data and trends with OPS to elevate service quality.
• Resolve with precision: use back-office systems to investigate and resolve incidents swiftly.
• Champion customer advocacy: identify pain points and collaborate to deliver empathetic resolutions.

Skills

Customer support

Sports knowledge

Technical experience

Job description

Job Description

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

Responsibilities

• Lead Real-Time Case Management: Receive and resolve Sports 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 sports 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 platforms and products to confidently assist with a wide range of customer inquiries.
• Partner with Internal Teams: Work directly with internal teams to uncover event 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.

Qualifications

• Customer Support, Sports knowledge, 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)

Additional 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.