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Virtual Customer Care Professional (Hiring in Texas!)

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Job Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. 

Role & Responsibilities:

Meaningful, rewarding work performed with integrity

Here’s just some of what you’ll do in this role:

  • Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
  • Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
  • Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
  • Meet and exceed quality goals, compliance regulations and productivity targets
  • Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
  • Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
  • Re-prioritize and adapt to an ever-changing environment


Preferred Skills:

Unique career journey shaped by your talent and curiosity

  • Demonstrate personal excellence by remaining positive in difficult situations
  • Display a passion to serve by delivering outstanding service in every interaction with our Customers
  • The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
  • Strong interpersonal, communication, verbal and written skills
  • Assertiveness to handle difficult conversations
  • Excellent negotiation, influencing and resourcefulness skills
  • Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
  • Confidence to work in a virtual environment

Minimum Qualifications

Are you ready for the challenge?

 

Minimum Requirements:

  • Proven success in a customer service and consultative sales environment (two years+), with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication
  • Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
  • Passion for consultative sales, recommending products or solutions tailored to each customer
  • Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations
  • Ability to adapt communication style to a wide variety of personalities and situations
  • Commitment to implementing feedback as a means to achieving individual and team performance goals
  • Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy
  • Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day

Work at Home Requirements:

    • Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.
    • American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees.
    • Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).
    • Dedicated analog landline phone (no VOIP) is required.  Phone modem (vs. a wall jack) preferred where available.

 

Additional Requirements:

    • A secure home office, located at your confirmed address of residence, free from background noise or other distractions
    • If you live within 35 miles of our Phoenix, AZ or Sunrise FL Service Centers, you may be required to work in the Service Center.
    • A secure home office free from background noise or other distractions
    • Flexibility to work in a 24/7 environment (may include night and weekend shifts)
    • High school diploma or equivalent required; bachelor's degree preferred; education benefits available

 

Additional Details:

  • This is a virtual, work from home position open to candidates who live in Texas. If you live within 35 miles of one of our service centers (Phoenix, AZ or Sunrise, FL), please review our Careers site for positions located at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time
  • Workplace Flexibility: Full time. Shift flexibility requirements
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  • Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

 

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.


ReqID: 20008166
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 18, 2020, 5:18:06 PM

EEO Statement

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.