Support Case Specialist II

As the Support Case Specialist – Level 2, 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. 

• Work within strict SLAs to ensure customer issues are investigated and resolved professionally, appropriately, and efficiently. 

• Ensure that customers are happy with the interaction and resolution 

• 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

• Act as a point of escalation for Level 1 Specialists 

• Assist in the training and development of Level 1 Specialists 

• 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 

• At least 1 year of Customer Support experience is required. 

• Excellent verbal and written communication skills 

• Must be available to work nights, holidays, and weekends. 

• Must be able to obtain Gaming license

• 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 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

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.