Description

　　You Lead the Way. We’ve Got Your Back.

　　With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

　　At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

　　Join Team Amex and let's lead the way together.

　　Job Description :

　　The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the Philadelphia International Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

　　It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:

　　Welcoming and providing access to our Card Members upon arrival at reception

　　Being accountable and taking ownership of the customer’s experience from beginning to end

　　Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer

　　Employing the Customer First philosophy in meeting customers’ needs and expectations

　　Providing concierge and lifestyle recommendation

　　Providing travel consultation and minimal reservation assistance

　　Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners

　　Lounge Hours of operation are from 05:30AM – 9:00PM Monday -Sunday. Hours are subject to change due to business need.

　　Qualifications :

　　A successful candidate will possess the following qualifications:

　　Minimum of 1 year recent experience servicing premium customers

　　Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus)

　　Passion for servicing customers with proactive solutions

　　Exceptional communication skills, delighting the customer with every single interaction

　　The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received

　　Must exhibit the utmost professionalism and maintain a positive attitude in all interactions

　　The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment

　　Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do

　　Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment

　　Ability to utilize and switch from multiple technology platforms with ease

　　Adapt to an ever changing environment and being resilient

　　Ability to work flexible shifts including nights, weekends, and holidays is essential

　　Light to moderate lifting may be required for certain job tasks.

　　Qualifications

　　Salary Range: $20.00 to $22.12 hourly bonus benefits

　　The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

　　We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

　　Competitive base salaries

　　Bonus incentives

　　6% Company Match on retirement savings plan

　　Free financial coaching and financial well-being 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 on-site 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.

　　We back our colleagues with the support they need to thrive, professionally and personally. That's 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 in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

　　US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

　　If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

　　Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

　　Job: Travel

　　Primary Location: US-Pennsylvania-Essington

　　Schedule Full-time

　　Req ID: 24000623