Sports Support Specialist - On-site Las Vegas

Caesars Entertainment; Las Vegas (NV); On-site; USD 36,000 - 60,000; Full time

Job summary

Caesars Entertainment in Las Vegas is seeking a Sports Support Agent to deliver exceptional customer experiences by managing inbound Sports cases with precision. The role requires strong communication and the ability to work nights, holidays, and weekends on-site at our Las Vegas location.

You will lead case management, analyze data for service improvements, and collaborate with internal teams to resolve issues while maintaining compliance and high service standards.

Qualifications

• Experience in customer support and handling inquiries.
• Ability to work independently with minimal supervision.
• Excellent verbal and written communication skills.
• Willingness to work nights, holidays, and weekends.
• Ability to multitask and manage multiple cases.
• Calm and patient when handling complaints.
• Professionalism and initiative in daily duties.
• Flexibility to follow procedures correctly.

Responsibilities

• Lead Real-Time Case Management: Receive and resolve Sports customer contacts, ensuring timely and accurate resolution of customer cases within SLAs.
• Drive Service Excellence Through Insights: Analyze sports data and trends to elevate service quality and customer satisfaction.
• Resolve with Precision: Use back-office systems to investigate and resolve incidents swiftly and effectively.
• Champion Customer Advocacy: Identify pain points and collaborate across departments for timely resolutions.
• Become a Product Expert: Expand knowledge of platforms and products to assist with inquiries.
• Partner with Internal Teams: Work with teams to uncover event-related issues and implement solutions.
• Build Strong Relationships: Foster relationships across the organization to support case resolution.
• Ensure Fair Dispute Resolution: Handle disputes per House Rules and escalate when needed.
• Stay Compliant: Deliver resolutions meeting state and federal requirements.
• Support Team Operations: Assist with admin tasks to improve team efficiency.
• Be a Team Player: Take on additional duties to enhance customer experience.
• Communicate Effectively: Maintain clear communication with Customer Operations Management.
• Adapt and Excel: Embrace other duties and continuous improvement.

Skills

Customer support

Sports knowledge

Technical experience

Independent worker

Multitasking

Communication

Proactive

Decision making

Job description

Caesars Entertainment in Las Vegas is seeking a Sports Support Agent to deliver exceptional customer experiences by managing inbound Sports cases with precision. The role requires strong communication and the ability to work nights, holidays, and weekends on-site at our Las Vegas location.

You will lead case management, analyze data for service improvements, and collaborate with internal teams to resolve issues while maintaining compliance and high service standards.