Virtual Customer Care Professional

Job description

If you are passionate about providing superior service to small business customers, driving results and working for a world-class global brand, then the American Express Home Based Servicing (HBS) Customer Care Professional position may be an ideal fit for you. Join a global brand recognized as a Top 100 Remote Work Company (FlexJobs) and an 8x Customer Service Award Winner (JD Powers).

At American Express, we are more than just a Card, we partner with business owners to offer the products and services to help them grow and run their businesses more efficiently. Our services are 24/7 for one-on-one help, dedicated to small business owners. Card-members speak with representatives who understand their business and focus on helping resolve their issues to enable them to exceed their business goals. The story of America is written in every small business, and American Express is here to support small businesses everywhere.

As a Customer Care Professional, you own all aspects of the customer relationship. American Express Customer Care Professionals serve as the face of our brand by delivering extraordinary customer care through relationship building. 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.

At American Express, we invest in you! Recognized as one of the “world's most admired companies”, you can earn a competitive base salary plus bonuses associated with your sales and customer service results. Employees also enjoy a generous benefits package, tuition reimbursement, retirement programs, along with comprehensive medical, dental and vision plans. Additionally, our career path planning and continuing education will help you achieve your professional goals.
Flexible to service our business customers nights and/or weekends, including some holidays, we are specifically hiring for full time employees.

What would you do every day as a Customer Care Professional?
· Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
· Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy
· Grow and nurture customer relationships on every interaction that results in measurable Customer value
· Evaluating and analyzing account information and recommending tailored solutions to the card member, reinforcing benefits including cross selling relevant products and services
· Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

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

Here are the skills and experiences we are looking for. Do these describe you?
· Customer service experience required, in an environment that includes but is not limited to:
· Working within or owning a small business
· VIP or Elite customer experience
· Banking/Financial Industry
· Hotel/Hospitality Front Desk or Sales
· Retention specialists
· Retail Sales/Corporate Sales/B2B sales/Account Management
· 
High school diploma or equivalent required. Bachelor's degree preferred; Education benefits available

· Demonstrated passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication
· Able to work in a consultative environment, build rapport, inspire confidence, be resilient and enhance the customer experience
· Able to work in a fast paced metric driven environment with proficient multitasking and navigation in a windows environment
· Independent, creative, and timely with the ability to not only solve the business customer's problem but think outside of the box and go the extra mile to prevent future issues
· Experience working from a home office as part of a virtual team is preferred

Schedule Requirements:
· Require the ability to work between the hours of 6am – 1am (EST) any day of the week
· Weekend shifts required, including some holidays, schedules are subject to change based on business needs
· Schedules will be fixed and 40 hours weekly
Environment Requirement:
· A secure home office free from background noise or other distractions
Additional System Requirements:
American Express will cover the connection cost and monthly fees for dedicated telephone and internet service from an American Express approved provider in your area. The requirements are:
· Dedicated and separate high-speed Internet with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
· Dedicated and separate analog landline phone (no VOIP – voice over internet protocol) for training and production calls. (e.g. Magic Jack, Vonage, etc.) Phone modem preferred (vs. a wall jack) where available
In the event there is no American Express approved provider in your area, but there is a provider that can offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections.

Currently hiring in the following states:
Alabama , Arizona, Arkansas, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming

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.