VIP Services Representative

📋 Description

• • Build and maintain authentic, trusted relationships with DraftKings’ most engaged VIP players to enhance their overall experience and foster long-term loyalty.
• • Assist at live events where VIP customers are present, providing on-site support and ensuring seamless, memorable interactions.
• • Exceed established engagement and service level performance targets through proactive customer outreach and personalized service.
• • Participate in reactivation campaigns to re-engage inactive VIP users by identifying behavioral patterns and tailoring outreach strategies.
• • Distribute and manage an allocated promotional budget to deliver targeted incentives that drive player retention and satisfaction.
• • Strictly adhere to all VIP policies, guidelines, and responsible gaming protocols to ensure compliance and ethical customer interactions.
• • Collaborate with cross-functional teams including marketing, product, and operations to align VIP players with current promotions, exclusive events, and platform updates.
• • Analyze customer data and behavioral trends to make timely, data-driven decisions that optimize service delivery and promotional effectiveness.
• • Provide responsive, high-touch account support during peak periods and coverage shifts to maintain consistent VIP service standards.
• • Maintain accurate records of customer interactions, preferences, and service requests to inform future engagement strategies.
• • Adapt quickly to evolving VIP program initiatives and company-wide changes in a fast-paced, entrepreneurial environment.
• • Represent DraftKings with professionalism and integrity in all customer-facing communications, both digital and in-person.
• • Support the implementation of new VIP service protocols and training materials as directed by leadership.
• • Maintain confidentiality and data security in handling sensitive player information and account details.
• • Work flexible hours including nights, weekends, and holidays to accommodate VIP player schedules and event timelines.
• • Travel as required to attend VIP events, tournaments, or company-sponsored functions across the United States.