VIP Support Specialist - Full Time

Caesars Entertainment; Las Vegas (NV); On-site; USD 40,000 - 60,000; Full time

Job summary

Caesars Entertainment, a leader in gaming and hospitality, seeks a VIP Support Specialist for Caesars Sportsbook and iCasino. The role involves serving high-value clients through phone, email, and chat, building relationships and delivering best-in-class service.

You will work with cross-functional teams to resolve issues and maintain VIP satisfaction. The position requires 1 year in a fast-paced setting, ability to obtain required gaming licenses, and willingness to work nights, weekends, and

Qualifications

• 1 year of experience in a high-volume call center or hospitality.
• Background check, drug screen, and gaming license where required.
• Must be 21 years of age or older.
• Excellent verbal and written communication.
• Available to work nights, holidays, and weekends.
• Ability to multitask and remain calm under pressure.

Responsibilities

• Manage and resolve guest concerns from initial contact through final resolution.
• Deliver exceptional customer experiences with personalized, proactive support.
• Achieve and exceed KPIs established by leadership.
• Build guest relationships by understanding communication preferences and leveraging technology.
• Maintain expert knowledge of products, services, and initiatives.
• Collaborate with internal and external partners to ensure timely resolutions.

Skills

Communication skills

Multitasking

Customer service

Tools

Salesforce

Teams

Slack

RingCentral

Textline

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

Caesarsis one of thebiggestnames in the world of betting and we are striving to become the largest sports betting and iGaming platform across America. We share a passion for sports and iGaming and are industry leaders providing best-in-class service for all our customers.

Caesars Sportsbook, America's leadingsports book provider, has an immediate opening for a VIP Support Specialist team member. The VIP Support Specialist acts as the primary point of contact for Caesars Sportsbook and icasino online VIPs, building relationships with players by providing “best in class” service to customers that contact. The Customer Support Team member can quickly develop a rapport via phone, email, and chat, and build trust with our VIPs.

How You Will Create the Extraordinary

• Manage and resolve guest concerns from initial contact through final resolution while meeting established service level agreements (SLAs).
• Deliver exceptional customer experiences by providing personalized, proactive, and solution-oriented support during every interaction.
• Achieve and exceed key performance indicators (KPIs) established by leadership.
• Build strong guest relationships by understanding individual communication preferences and leveraging available technology to enhance engagement and issue resolution.
• Maintain expert knowledge of products, services, bonus programs, system updates, and new initiatives.
• Address guest concerns promptly by collaborating with internal and external partners to ensure timely resolutions.
• Handle escalated and complex situations with professionalism, empathy, and a focus on customer satisfaction.
• Foster a collaborative team environment by mentoring, training, and sharing knowledge with colleagues.
• Utilize communication and customer engagement platforms, including Salesforce, Teams, Slack, RingCentral, Textline, email, and other available tools to deliver VIP-level service.
• Partner with cross-functional teams, including Player Support, Caesars Rewards, VIP Leadership, Marketing Technology, IT, software vendors, analytics, and risk management teams to support guest experience initiatives.
• Regularly communicate performance results, challenges, and opportunities for improvement to leadership.
• Identify opportunities to improve processes, increase operational efficiency, and enhance products and services.
• Effectively prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Maintain the highest standards of integrity, professionalism, and compliance with all applicable policies, regulations, and laws.
• Collaborate with Compliance, Responsible Gaming, and Risk Management teams to address guest disputes, claims, and conflict resolution.

What You Will Need

• 1 year previous experience in a high-volume, fast-paced call center and/or hospitality industry is required.
• You will need to successfully complete a background check, drug screen, and obtain a gaming license in jurisdictions where the business deems necessary.
• You must be 21 years of age or older.
• Excellent verbal and written communication skills
• Must be available to work nights, holidays, and weekends.
• Ability to multitask and prioritize your work.
• Able to handle complaints and difficult situations in a calm and patient manner.
• Ensure high standards, show initiative, proactivity, and professionalism.
• Must be able to obtain a gaming license.

ADDITONAL REQUIREMENTS

• Must be able to sit for extended periods of time.
• Must be able to type and talk on the phone for extended periods of time.
• Regular attendance in the office

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 or affectional 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 89297
• Job Category Call Center and Reservations
• Job Schedule Full time
• Locations 6385 Rainbow 8th Floor (On-site)