Platinum Customer Care Professional -TSC-T3 - job 4 of 17

Go above and beyond at a company that sets the standard for customer-first service.

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, utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to succuss.

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

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, 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
• Responsible for case intake, analyzing fraud and dispute cases, and sharing case outcomes to protect the interests of our organization and our customers, which is both the Card Member and our merchants
• 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 multi-task 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 problem-solving 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 in Sunrise, Florida - 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