Support Case Specialist I
Caesars Entertainment
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- Location
- Las Vegas, NV
- Work style
- On-site
- Job type
- Full time
- Posted
- Oct 4
- 13 days ago
Career path
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About the company
Caesars Entertainment
Hospitality · 10,001+ employees
What you'll do
- Handle customer support escalations and ensure contacts are recorded and contact quality is high.
- Investigate and resolve customer issues and disputes, review service data and trends, and support team administrative tasks.
What you need
- At least 1 year 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
- 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
Key skills
Customer Support experienceSpanishAbility to multitaskhandle complaintsassess situationsmake informed decisionsprioritize responsibilitieswork independentlyregulatory licensing
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Read the full posting here
As the Support Specialist, 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. Fluency in Spanish a plus.
At least 1 year 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
ADDITIONAL REQUIREMENTS:
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
Work within strict SLAs to ensure customer issues are investigated and resolved professionally, appropriately, and efficiently.
Actively work with Customer Operations 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 Operations 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