Case Specialist

Support Case Specialist I – Overview

Join Caesars Sports book & Casino as a Support Case Specialist I to handle escalations from the offshore customer support department and ensure high‑quality contact resolution.

• Work within strict SLAs to investigate and resolve customer issues professionally and efficiently.
• Collaborate with Customer Operations Managers to review data and trends and improve service levels.
• Build strong relationships with colleagues at all organizational levels.
• Resolve customer disputes in line with House Rules and liaise with line managers as needed.
• Support administrative tasks and contribute to the Customer Operations team as requested.
• Maintain effective communication channels across the Customer Support team.
• Create a fun and consistent working environment for the team.
• Handle escalations from outside the CS department, including Executive team, Marketing, and regulator complaints.

• At least 1 year of customer support experience.
• Excellent verbal and written communication skills.
• Available to work nights, holidays, and weekends.
• Strong multitasking ability.
• Ability to handle complaints calmly and patiently.
• High standards, initiative, proactivity, and professionalism.
• Flexibility in performing diverse tasks and following procedures.
• Drive for personal development and ability to work independently with minimal supervision.
• Confidence in assessing situations and making informed decisions.
• Strong prioritization and management of diverse activities.
• Eligibility for work authorization and regulatory licensing as applicable.
• Must complete a background check and drug screen upon acceptance.
• Spanish fluency is a plus.

• Sit for extended periods.
• Type and talk on the phone for extended periods.
• Regular attendance in the office.

Caesars Sports book & Casino reserves the right to make changes to the job description whenever necessary.

• Location:
  
  Las Vegas, NV
• Salary: $45,000.00 - $55,000.00
• Employment type:
  
  Full-time
• Seniority:
  Entry level
• Industry: Gambling Facilities and Casinos, Entertainment Providers, IT Services and IT Consulting