iCasino Support Agent - Full Time

About the role

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.

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.

Responsibilities

• 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,