Virtual Customer Care Professional

Customer Engagement Network

American Express:

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 reward redemption needs. And, you can grow your skills through industry-leading training and ongoing coaching, while learning what it means to continually set the standard for world class, customer-first service.

Role & Responsibilities:

Help propel your team and its business partners to success

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

• Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy
• Consult with 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
• Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales
• Address general and account-specific customer inquiries; provide clear and concise information and updating 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, sales rates, quality goals, compliance regulations and productivity targets

Minimum Qualifications

Preferred Skills:

Unique career journey shaped by your talent and curiosity

• Proven success in a customer service and consultative sales environment (two years+), with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness 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 consultative sales, recommending products or solutions tailored to each customer
• 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 computer systems and applications with speed and accuracy
• Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day

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 as follows:

• Dedicated and separate high-speed Internet with at least 25 Mbps download and 5 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
• American Express will cover the connection cost and monthly fees for dedicated Internet service from an American Express approved provider in your area. 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.

Additional Requirements:

• A secure home office free from background noise or other distractions
• Residence in one of the states where we currently hire: Utah, Colorado, Oregon, Texas, Illinois or Missouri (excluding Alaska, Hawaii and California)
• 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

Additional Details:

• This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ or Sunrise, FL), please review our Careers site for positions located at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time

• Workplace Flexibility: Full time. Shift flexibility requirements
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
• Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations

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, age, or any other status protected by law.

ReqID: 21000987
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 29, 2021, 2:50:09 PMAmerican 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, age, or any other status protected by law.