Customer Engagement Specialist - Full Time
Caesars Entertainment
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- Location
- Las Vegas, NV
- Job type
- Full time
- Posted
- Oct 10
- 7 days ago
Career path
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About the company
Caesars Entertainment
Hospitality · 10,001+ employees
What you'll do
- Proactively engage customers to resolve friction points, support activation, and improve retention.
- Conduct personalized outreach, recover failed deposits, reactivate customers, coordinate issue resolution, and escalate recurring customer pain points.
What you need
- <p>2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.</p>
- <p>Excellent verbal and written communication skills.</p>
- <p>Strong relationship-building and problem-solving capabilities.</p>
- <p>Experience using CRM and customer engagement platforms.</p>
- <p>Ability to work in a performance-driven environment with measurable goals.</p>
- <p>Gaming, sportsbook, casino, financial services, or telecom experience preferred.</p>
- <p>Customer activation and conversion rates</p>
- <p>First-time deposit conversions</p>
- <p>Customer reactivation volume</p>
- <p>Revenue recovered and retained</p>
- <p>Outreach productivity and quality scores</p>
- <p>Customer satisfaction metrics</p>
- <p>Resolution completion rates</p>
Key skills
Verbal and written communicationRelationship-buildingProblem-solvingCRMCustomer engagement platforms
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Read the full posting here
The Customer Engagement Specialist is responsible for proactively engaging customers who encounter friction points that may prevent account activation, ongoing engagement, or long-term loyalty. Through personalized outreach and consultative problem-solving, the Specialist removes barriers, resolves issues, and re-engages customers to maximize retention and revenue opportunities.
2+ years of experience in customer service, retention, sales, hospitality, account management, or customer success.
Excellent verbal and written communication skills.
Strong relationship-building and problem-solving capabilities.
Experience using CRM and customer engagement platforms.
Ability to work in a performance-driven environment with measurable goals.
Gaming, sportsbook, casino, financial services, or telecom experience preferred.
ADDITONAL REQUIREMENTS
Customer activation and conversion rates
First-time deposit conversions
Customer reactivation volume
Revenue recovered and retained
Outreach productivity and quality scores
Customer satisfaction metrics
Resolution completion rates
Conduct outbound outreach to customers identified through Service Recovery programs.
Assist customers who abandon registration, verification, or funding processes.
Support KYC completion, failed deposit recovery, and source-of-funds documentation requests.
Engage high-value prospects and newly registered customers to drive activation and first-time deposits.
Reactivate dormant and inactive customers through personalized outreach.
Coordinate with Customer Service, VIP, Retention, Payments, and Product teams to resolve issues.
Document customer interactions and identify recurring customer pain points.
Serve as a customer advocate by escalating trends and process improvement opportunities.