American Express Careers

Centurion Customer Care Professional

Sunrise, Florida
Customer Care Operations

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Job Description

Delivering extraordinary experiences to its customers and employees every day.

Since the beginning, American Express has been defined by its ability to innovate, evolve, and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our employees, and to the values on which American Express was built: integrity, quality, respect, and community.
 
American Express is one of the most respected (employer) brands around the world. Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards across the globe. So if you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express.
 
Global Servicing Network:
 Where developing relationships is the key to our success.
 
Our mission is to give our Card Members and Merchants a level of service that goes above and beyond their expectations every day. We support you professionally and personally, and we have your back to help you thrive. Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by:
  • Offering opportunities for professional growth and advancement
  • Recognizing and rewarding those who drive and deliver results
  • Respecting and valuing diversity, integrity, and teamwork
Role & Responsibilities:
  • Help propel your team and its business partners to success
  • Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy
  • Consult with high value Premium Card Members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement, and result in measurable value for our Card Members
  • Address general and account-specific customer inquiries; provide clear, concise information and update customer account information, as needed
  • Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
  • Meet and exceed performance goals that include, but are not limited to, customer survey results, quality goals, compliance regulations and productivity targets 

Why American Express?
 
There’s a difference between having a job and making a difference. American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
 
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
 
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
 
Are you ready for the challenge?

Qualifications

Minimum Requirements:
  • Minimum of  3-5 years of customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, 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 delivering extraordinary service, recommending products or solutions tailored to each customer and inspiring our customers on every interaction
  • 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
Analyze, Innovate, Develop & Deepen Customer Relationships
  • Understand existing and new product offerings, value proposition, and relevance to Members
  • Serve as advocates for their customers with an entrepreneurial spirit
  • Perform under strong demands in a fast-paced environment
  • Leverage a variety of internal resources to gain deeper understanding of your Members and develop opportunities to deliver outstanding, proactive service
  • Provide extraordinary, personalized, and VIP service in every interaction to surpass customer expectations
  • Ability to work on own initiative or as part of a team and collaborate effectively across multiple business units
  • Anticipate customer needs by proactively providing recommendations
  • Analyze key metrics to identify and prioritize opportunities for Member engagement
  • Maintain awareness of relevant customer trends and luxury industry developments
  • Evaluate new information quickly, think innovatively, and challenge traditional servicing approaches
  • Make recommendations for improvement to internal processes to ensure maximum quality and efficiency
  • Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day  
Additional Requirements:
  • 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
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19004236
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 6, 2019, 5:09:13 PM
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