Customer Care Professional - Relationship Care® - Customer Engagement Network

Job description

Challenge Every Day…

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Our award-winning Customer Care organization delivers phone support to millions of these customers, deepening relationships while efficiently finding creative solutions to meet customers' needs. Working as a Customer Care Professional, you can build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with first-class training, schedule flexibility and progressive opportunities to grow.

As a member of our Customer Engagement Network and the voice of our Brand, you will receive inbound calls to provide Customer Service Support. Our unique servicing philosophy, Relationship Care®, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.

What You'll Be Doing
· Answering incoming calls from our card members in a fast-paced environment
· Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed
· Delivering extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
· Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
· Meeting performance goals that include, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards
· Evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services
· Successful completion of a 5-week paid training course and 5-10 weeks of on-the-job training (depending on how quickly you meet our performance threshold) is required for continued employment; 100% attendance required during the training period
What's in it for You
· Competitive starting pay (an average of $16.13 per hour, based upon prior work experience)
· Monthly performance-based incentives, over and above your base pay
· Flexible, non-traditional schedules available
· Generous benefits package: retirement programs and comprehensive medical, dental and vision plans
· Tuition assistance

About Us

American Express' heritage was built on service and has been sustained by innovation. Through our evolution from an express mail business in 1850, to one of the world's largest card issuers by purchasing volume and a digital innovator, we've never been afraid to explore new possibilities and embrace the changing marketplace. From our high employee satisfaction ratings to our many workplace awards, American Express is consistently recognized as a great place to work by people around the world. We offer talented individuals challenging work with purpose by embracing both innovation and tradition. As our company has grown and evolved, sometimes reinventing our business outright, we have never strayed from the customer-service ethos and values on which the company was built –trust, security, integrity, quality, good citizenship, respect and customer commitment.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Desired profile

Are you a Fit? Qualifications Needed
· Availability to work different shifts between the hours of 5 AM and 11 PM, 7 days/week; schedule changes based on performance and business needs
· Demonstration of the highest standard of integrity and professionalism
· Desire to work in a fast-paced, metrics-driven environment
· Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong verbal communication
· A passion for consultative sales, recommending products or solutions tailored to each customer
· Adaptability and flexibility to effectively navigate a variety of card member situations
· Self-awareness and resilience to efficiently manage a steady stream of customer calls while balancing performance metrics
· Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals
· Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy
· Curiosity and a keen interest in learning, innovation and process improvement
· Timeliness and reliability to adhere to your schedule each day
· High school diploma or equivalent required; bachelor's degree preferred

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, or any other status protected by law. Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement