VIP Engagement Specialist

Customer Experience 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.

Essential Job Functions:

• 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

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

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.