Escalation Specialist II

Job Description

Job Description

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.

What You Will Do

• 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
• Actively 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
• Display exceptional communication skills across all platforms
• Create a fun and consistent working environment for the team
  
  

What You Will Need

• 1 year of Customer Support experience required
• 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.
• Ensures 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 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
  
  

Essential Functions/Exposures

• 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
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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

As a part of Caesars Sportsbook & Casino’s employment process, finalist candidates will be required to complete a drug test and background check upon offer acceptance.