Virtual Customer Care Professional – Home Based Servicing

Job Description

Customer Care Professional

Customer Engagement Network

American Express:

Delivering extraordinary experiences to its customers and employees every day

Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our employees, and to the values on which American Express was built: integrity, quality, respect, and community. 

American Express is one of the most respected (employer) brands around the world. Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards across the globe.  So if you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express.

Global Servicing Network:

Where developing relationships is the key to our success

Our mission is to give our Card Members and Merchants a level of service that goes above and beyond their expectations every day. We support you professionally and personally, and we have your back to help you thrive.

Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by:

Offering opportunities for professional growth and advancement

Recognizing and rewarding those who drive and deliver results

Respecting and valuing diversity, integrity, and teamwork

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

Qualifications

Skills and Qualifications:

Are you ready for the challenge?

Minimum Requirements:

  • 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 multiple Windows-based 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

Work at Home Requirements:

Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date.

American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one time allowance to offset installation fees.

  • Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).
  • Dedicated analog landline phone (no VOIP) is required.  Phone modem (vs. a wall jack) preferred where available.
  • Additional Requirements:
  • A secure home office free from background noise or other distractions
  • Residence in one of 47 states where we currently hire  (excluding Hawaii, Alaska and California).

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

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