Escalation Specialist I-Full Time

WELCOME TO THE EMPIRE! Caesars Sportsbook is here, and we’re proud to be a part of Caesars Entertainment—the number one gaming company in the world with over 80 years of sports betting expertise.

BEHOLD! At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It’s the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.

As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we’re creating new and exciting opportunities for you to be a part of our empire and make an impact.

Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember—We Are All Caesars!

Job Description

As the Escalation Specialist – Level 1, you will be responsible for handling escalations from the offshore customer support department, ensuring that contacts are recorded for reporting purposes and that contact quality is of a high standard. You will also be the point of contact for any escalations from outside the CS department, including, but not limited to Executive team, Marketing and Regulator complaints.

What You Will Do:

• Work within strict SLAs to ensure customer issues are investigated and resolved professionally, appropriately, and efficiently.
• Actively work with Customer Support Managers to review data and trends to improve service levels.
• Proactively build great working relationships with key colleagues of all levels of the organization
• Ensure that all customer disputes are resolved in line with House Rules. Liaise with line managers with appropriate authority to resolve disputes.
• Support administrative tasks within the team
• Undertake additional tasks contributing to the Customer Support team, as needed or requested
• Ensure effective communication channels exist across the Customer Support team
• Create a fun and consistent working environment for the team

What You Will Need:

• At least 6 months of Customer Support experience required.
• 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.
• Ensures 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 able to work independently with minimal supervision.
• 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)
• You will need to complete a background check and drug screen successfully

Essential Functions/Exposures:

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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Sportsbook & Casino reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Sportsbook & Casino’s employment process, finalist candidates will be required to complete a drug test and background check upon offer acceptance.