Customer Care Professional - Consumer Product Services
Customer Care Professional - Consumer Product Services
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Job Description
At American Express our culture is built on a 175year history of innovation shared values and Leadership Behaviors and an unwavering commitment to back our customers communities and colleagues. As part of Team Amex youll experience this powerful backing with comprehensive support for your holistic wellbeing and many opportunities to learn new skills develop as a leader and grow your career.
Here your voice and ideas matter your work makes an impact and together you will help us define the future of American Express.
Role & Responsibilities:
Utilizing your skills experience and passion for customer service to help propel your team and its business partners to success.
What would you do every day as a Customer Care Professional
- Consistently deliver extraordinary service on a high volume of inbound calls in a fastpaced structured customer care environment with a keen focus on driving a Customer First mentality
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them while also reinforcing the benefits of card membership and acknowledging Card Member tenure
- Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty
- Utilize your service oriented personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand
- Address general and accountspecific customer inquiries statement inquiries card replacement make payments rewards redemption etc. and update customer account information
- 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: sales rates quality goals compliance regulations and productivity targets & customer performance metrics
Minimum Qualifications:
- Strong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfaction
- Resilience needed to efficiently manage a steady stream of customer calls while balancing performance to meet a variety of metrics and remain positive through change and stressful situations
- Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call
- Technical savvy to multitask and navigate through multiple computer systems and applications simultaneously with speed and accuracy
- Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
- Driven to please by providing the ultimate experience for our Card Members on every interaction
- Timeliness and reliability
Preferred Skills:
- Passion for building customer loyalty through exceptional listening consultative relationship building resourcefulness and problemsolving skills
- Customer service and consultative sales environment experience preferred
- Passion for consultative sales recommending products or solutions tailored to each customer
- Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call from beginning to end
Additional Requirements:
- Flexibility to work anytime between 6:00am 2:00am including weekends
- Hybrid Environment on site expectation 3 days/week
- Workplace Flexibility: Full time. Shift flexibility requirements
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Salary Range: $20.00 to $21.65 hourly bonus benefits
The above represents the expected hourly pay range for this job requisition. Ultimately in determining your pay well consider your location experience and other jobrelated factors.
We back you with benefits that support your holistic wellbeing so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial wellbeing support
- Comprehensive medical dental vision life insurance and disability benefits
- Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
- 20 weeks paid parental leave for all parents regardless of gender offered for pregnancy adoption or surrogacy
- Free access to global onsite wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race color religion sex sexual orientation gender identity national origin veteran status disability status age or any other status protected by law. American Express will consider for employment all qualified applicants including those with arrest or conviction records in accordance with the requirements of applicable state and local laws including but not limited to the California Fair Chance Act the Los Angeles County Fair Chance Ordinance for Employers and the City of Los Angeles Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive professionally and personally. Thats why we have Amex Flex our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique inperson culture. Depending on role and business needs colleagues will either work onsite in a hybrid model (combination of inoffice and virtual days) or fully virtually.
US Job Seekers Click to view the Know Your Rights poster. If the link does not work you may access the poster by copying and pasting the following URL in a new browser window: eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
