iCasino Support Agent - Full Time

Icasino Support Agent

As an iCasino Support Agent, you'll play a pivotal role in delivering exceptional customer experiences by managing and resolving inbound iCasino cases with precision and care. You'll ensure every customer interaction is accurately documented and meets our high standards of quality and professionalism.

In this dynamic position, you'll also serve as the primary liaison for iCasino-related inquiries originating outside the Customer Support department. This includes collaborating with cross-functional teams such as Executive Leadership, Marketing, Compliance, and Regulatory Affairs to address and resolve complex cases efficiently and effectively.

How You Will Create the Extraordinary

Lead Real-Time Case Management: Receive and resolve iCasino customer contacts, ensuring timely and accurate resolution of customer cases within established service level agreements (SLAs).

Drive Service Excellence Through Insights: Partner with Customer Operations Management to analyze casino data and trends, identifying opportunities to elevate service quality and customer satisfaction.

Resolve with Precision: Utilize third-party back-office systems to investigate and resolve customer incidents swiftly and effectively.

Champion Customer Advocacy: Identify customer pain points and collaborate across departments to deliver clear, empathetic, and timely resolutions.

Become a Product Expert: Continuously expand your knowledge of iCasino platforms and products to confidently assist with a wide range of customer inquiries.

Partner with Providers: Work directly with iGaming vendors to uncover game-related issues and implement effective solutions.

Build Strong Relationships: Foster positive, productive relationships with colleagues across all levels of the organization to support seamless case resolution.

Ensure Fair Dispute Resolution: Handle customer disputes in alignment with House Rules, escalating to appropriate managers when necessary to ensure fair outcomes.

Stay Compliant: Deliver resolutions that meet all State and Federal regulatory requirements, maintaining the highest standards of integrity and compliance.

Support Team Operations: Assist with administrative tasks and contribute to the overall efficiency and success of the Customer Operations team.

Be a Team Player: Take on additional responsibilities as needed, always with a focus on enhancing the customer experience.

Communicate Effectively: Maintain clear, consistent communication with Customer Operations Management to ensure alignment and transparency.

Adapt and Excel: Embrace other duties as assigned, demonstrating flexibility and a commitment to continuous improvement.

What You Will Need

Customer Support, iGaming, technical experience

Must be able to work independently with minimal supervision

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

Maintain 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 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)

About Us

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.

Job Info

Job Identification 89533

Job Schedule Full time

Locations 6385 Rainbow 8th Floor (On-site)