Experienced Customer Care Professional - Consumer Product Services and Consultative Sales Expert

Introduction to American Express

American Express is a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. We set the standard for customer-first service, and our company values and powerful backing promise to provide the world's best customer experience every day. With a strong focus on integrity, diversity, and inclusion, we strive to create a work environment where everyone feels seen, heard, and valued.

About the Role

As a Customer Care Professional, you will be the face of our company, creating positive interactions with our customers every day. You will deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment, following our Customer First philosophy. Your goal will be to understand our customers' needs and tailor unique solutions for each customer, reinforcing the benefits of card membership and providing relevant product offers that deepen customer engagement and result in measurable value for our card members.

Key Responsibilities

• Deliver exceptional customer service on inbound calls, addressing general and account-specific customer inquiries, and providing clear and concise information and updating customer account information as needed.
• Consult with card members to understand their needs and tailor unique solutions for each customer, using tools and resources to identify custom solutions and anticipate customer needs.
• Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections, and closing sales.
• Meet and exceed performance goals, including customer survey results, sales rates, quality goals, compliance regulations, and productivity targets.
• Use technical savvy to multi-task and navigate through computer systems and applications with speed and accuracy.

Essential Qualifications

To be successful in this role, you will need:

• A unique career journey shaped by your talent and curiosity, with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and strong written and verbal communication.
• Proven success in a customer service and consultative sales environment (two years+), with a passion for consultative sales and recommending products or solutions tailored to each customer.
• Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• 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.

Preferred Qualifications

In addition to the essential qualifications, we prefer candidates with:

• A bachelor's degree or equivalent experience.
• Technical savvy to multi-task and navigate through computer systems and applications with speed and accuracy.
• Flexibility to work anytime between 6:00am-2:00am, including weekends.
• High school diploma or equivalent required.

What We Offer

American Express offers a fantastic and diverse working environment, with a range of benefits and programs that support your holistic well-being. These 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.

Career Growth Opportunities

At American Express, we are committed to helping you grow and develop in your career. We offer a range of training and development programs, including industry-leading training and ongoing coaching, to help you build your skills and achieve your career goals. With opportunities to move into different roles and departments, you can create a career journey that is unique and meaningful to you.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, diversity, and inclusion. We strive to create a work environment where everyone feels seen, heard, and valued. With a strong focus on teamwork and collaboration, we work together to achieve our goals and make a positive impact on our customers and communities.

Compensation and Benefits

The salary range for this role is $20.00 to $21.65 hourly, plus bonus and benefits. We also offer a range of perks and benefits, including flexible working arrangements, paid parental leave, and access to on-site wellness centers.

Conclusion

If you are a motivated and customer-focused individual with a passion for building customer loyalty, we encourage you to apply for this exciting opportunity. As a Customer Care Professional at American Express, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our team and be part of a company that is committed to providing the world's best customer experience.