Apply on Employer Site

American Express · 5 days ago

Platinum Customer Care Professional -TSC-T3

Sunrise, Florida, United States

Full-time

Hybrid

New Grad, Entry Level

$20/hr - $22.25/hr

American Express is a company with a long history of innovation and a commitment to customer service. They are seeking a Platinum Customer Care Professional to deliver exceptional service to Card Members, understand their needs, and provide tailored solutions while maintaining high performance metrics.

Credit CardsFinanceFinancial ServicesPaymentsTravel

Comp. & Benefits

No H1B

Responsibilities

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

Qualification

Customer serviceConsultative salesWritten communicationTechnical savvyResilienceProblem-solvingRelationship buildingEmotional intelligenceAdaptability

Required

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

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

Preferred

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