VIP Experience & Relations Specialist

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 42,000 - 68,000; Full time

Job summary

Caesars Sportsbook & Casino is seeking a VIP Support Specialist in Las Vegas to serve high-value customers across phone, email, and chat. You will resolve guest concerns end-to-end, build trust with VIPs, and collaborate with multiple internal teams to ensure first-rate experiences.

The role demands at least 1 year in a high-volume setting, strong communication, and the ability to multitask in a fast-paced environment.

Qualifications

• 1 year previous experience in a high-volume, fast-paced call center and/or hospitality industry is required.
• Background check, drug screen, and gaming license may be required in certain jurisdictions.
• 21 years of age or older.
• Excellent verbal and written communication skills.
• Available to work nights, holidays, and weekends.
• Ability to multitask and prioritize work.
• Able to handle complaints calmly and professionally.
• Maintain high standards, initiative, and professionalism.
• Must be able to obtain a gaming license.

Responsibilities

• Manage and resolve guest concerns from initial contact through final resolution while meeting SLAs.
• Deliver personalized, proactive, and solution-oriented support during every interaction.
• Achieve and exceed KPIs established by leadership.
• Build guest relationships by understanding communication preferences and leveraging technology.
• Maintain expert knowledge of products, services, bonus programs, and updates.
• Collaborate with internal and external partners to ensure timely resolutions.
• Handle escalated and complex situations with professionalism and empathy.
• Mentor and train colleagues to maintain VIP standards.
• Use Salesforce, Teams, Slack, RingCentral, Textline, email and other tools to deliver VIP service.
• Partner with cross-functional teams to support guest experience initiatives.
• Communicate performance results, challenges, and opportunities to leadership.
• Identify opportunities to improve processes and efficiency.

Skills

Communication skills

Multitasking

Problem solving

Customer focus

Tools

Salesforce

Teams

Slack

RingCentral

Textline

Email

Job description

Caesars Sportsbook & Casino is seeking a VIP Support Specialist in Las Vegas to serve high-value customers across phone, email, and chat. You will resolve guest concerns end-to-end, build trust with VIPs, and collaborate with multiple internal teams to ensure first-rate experiences.

The role demands at least 1 year in a high-volume setting, strong communication, and the ability to multitask in a fast-paced environment.