VIP Support Specialist - Full Time

Caesars Entertainment; Las Vegas (NV); On-site; USD 42,000 - 60,000; Full time

Job summary

Caesars Entertainment is seeking a VIP Support Specialist for Caesars Sportsbook and iGaming, serving as the primary contact for VIP players through phone, email, and chat. The role emphasizes delivering best-in-class service, building trust, and resolving issues with cross-functional teams to ensure guest satisfaction.

The candidate should have 1 year of relevant experience, be at least 21, and be able to work nights, holidays, and weekends.

Qualifications

• 1 year of experience in a high-volume, fast-paced call center or hospitality industry is required.
• Background check, drug screen, and gaming license may be required in applicable jurisdictions.
• Must be 21 years of age or older.
• Excellent verbal and written communication skills.

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 to enhance engagement.

Skills

Customer service

Communication

Multitasking

Tools

Salesforce

Teams

Slack

RingCentral

Textline

Job description

Job Description

Caesars is one of the biggest names 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 leading sports 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.

Responsibilities

• 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.

Qualifications

• 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.