VIP Engagement Specialist

JOB SUMMARY: 

The Customer Experience team will act as a key business driver for VIP Sports Marketing, owning the relationship and reactivation of former Caesars Entertainment customers who have become inactive for a long period of time. In this role, you will develop strategic relationships with former customers, and work to reintegrate them into the Caesars portfolio, by understanding their past pain points, working to resolve issues they have experienced, and by having a comprehensive understanding of all facets of mobile and in-person sports betting, gaming systems and sales. The ideal candidate for this position will possess excellent customer service skills, a passion for customer care, and a commitment to proactively service and assist in customer recovery as necessary. As an intuitive and creative problem solver, you will constantly strive to delight our customers and be confident in your ability to meet goals set forth by the management team.

DIRECTLY SUPERVISES (PLEASE LIST POSITION TITLES): None
 

ESSENTIAL JOB FUNCTIONS: 

Sales

• Responsible for reactivating assigned lists of players through email, telemarketing, and leveraging available technology to reintegrate them into the Caesars portfolio

• Takes initiative and works with cross-functional teams to clear previous hurdles that affected inactive customers, including payments issues, identity verification issues, and issues with the product

• Fosters the reactivation journey by maintaining relationships with reactivated customers for the first weeks and months of their Caesars reintegration, with the goal of leading them to VIP status and long-term retention

• Collects feedback from inactive customers and presents insights to team management to help drive future customer retention and improve the overall Caesars experience 

• Fully knowledgeable of all happenings on property and in market for cross-sell opportunities.

• Demonstrates mastery of all existing products/services and/or progress on new initiatives, bonus programs and system changes

• Actively participates in all department and company initiatives to drive sales and revenue

• Develops skills to handle increasingly complex matters

• Projects warmth and enthusiasm in person and on the phone; builds rapport to strengthen relationships and encourages trial as well as repeat visitation

• Has the ability to multitask and prioritize in a fast-paced environment

Service

• Constantly strives to delight our customers; the goal is to exceed expectations through gracious, enthusiastic and personalized service

• Fulfills the support needs of customers and quickly resolves any issues using tools which include real time customer data and alert systems

• Handles difficult customers and situations in a calm, professional and prudent manner

• Anticipates, responds to and consistently meets or exceeds the needs of players including, but not limited to transportation and accommodation arrangements for on-property visits and/or social events

• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and strengthen customer loyalty

Communication

• Gives consistent, polite, timely, and accurate information and service to all customers and co-workers, taking the initiative to find the answer when unsure

• Coordinates with internal and external business stakeholders including, but not limited to Player Support, Caesars Rewards team, VIP Leaders, Marketing Technology/IT managers, software platform vendors, and analytics team members to advance VIP efforts

• Ensures accuracy and timely completion of all player communication

• Communicates successes and challenges on a regular and on-going basis to direct supervisor

Strategy & Innovation

• Analyzes and evaluates existing service delivery systems and collaborates with other departments to improve the customer experience

• Daily, weekly and monthly customer activity monitoring and reporting including wagering, revenue, win/loss and customer generosity levels

• Identifies ways to increase efficiencies and to improve products or services

Integrity & Compliance

• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty

• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy

• Coordinates with Compliance, Responsible Gaming and other Risk Management team members as needed on customer claims and disputes to resolve conflicts

• Adheres to all department/company policies and procedures

• Educated on all jurisdictional policies related to customer support functionality

• Has the ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

EDUCATION AND EXPERIENCE:

• One+ years of experience in sales, casino and/or loyalty marketing with service/support from an online company preferred

• High School diploma or equivalent

• Strong sales, project management, customer service, and analytical skills a plus

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The salary range for this position is $43,888.00 - $65,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role includes paid Personal Time Off and paid company holidays.