VIP Engagement Specialist
VIP Engagement Specialist
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$ 43888 - 65000
1 Vacancy
Job Description
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 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 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 $43888.00 - $65000.00 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.
Required Experience:
IC
Employment Type
Full-Time
