Customer Experience Concierge
American Express
Customer Experience Concierge
American Express
Issues credit cards and runs a payment network
The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located at JFK International Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge, and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express. It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day.
A successful candidate will possess the following qualifications:
- Minimum of 1-year recent experience servicing premium customers.
- Airline, lounge, or travel industry experience preferred, including reservation experience.
- Passion for servicing customers with proactive solutions.
- Exceptional communication skills, delighting the customer with every single interaction.
- The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.
- Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.
- The ability to rely on and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment.
- Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do.
- Must be resourceful and capable of using the Internet effectively while providing assistance in a face-to-face customer environment.
- Ability to utilize and switch from multiple technology platforms with ease.
- Adapt to an ever-changing environment and being resilient.
- Ability to work flexible shifts including nights, weekends, and holidays is essential.
- Light to moderate lifting may be required for certain job tasks
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
MSPs do this by:
- Welcoming and providing access to our Card Members upon arrival at reception.
- Being accountable and taking ownership of the customer’s experience from beginning to end.
- Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer.
- Employing the Customer First philosophy in meeting customers’ needs and expectations.
- Providing concierge and lifestyle recommendation.
- Providing travel consultation and minimal reservation assistance.
- Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners.
Lounge Hours of operation are from 5:00am – 10:00pm Mon - Sun. Hours are subject to change due to business need.
Salary Range: $20 - $35.82 hourly + bonus + benefits
Issues credit cards and runs a payment network
American Express issues credit and pay-in-full charge cards to consumers and businesses, and unlike most card issuers it also runs the payment network its cards use. Its Travelers Cheque, launched in 1891, made carrying money abroad safer, and in 1959 it became the first major issuer of plastic cards. Cardholders earn points toward flights and hotels plus perks such as airport lounges, while companies use its corporate cards for employee travel and expenses. American Express earns a fee from merchants on each purchase, plus annual fees and interest on balances cardholders carry. Henry Wells and William Fargo, who later started Wells Fargo, co-founded it in 1850 as a freight delivery business; it is based in New York City.
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