Experienced Customer Experience Concierge – Centurion Lounge Network
About American Express and the Centurion Lounge Network
At American Express, we're committed to delivering the world's best customer experience every day. Our Centurion Lounge Network is a testament to this commitment, offering a unique and exceptional experience for our Card Members. As a Customer Experience Concierge, you'll be the face of American Express, acting as an ambassador of the brand and delivering superior service to our Card Members visiting the Centurion Lounge.Job Description
We're seeking a highly skilled and motivated individual to join our team as a Customer Experience Concierge. As a key member of our Centurion Lounge team, you'll be responsible for delivering exceptional service to our Card Members, providing travel, card, concierge, and lifestyle services to make their experience unforgettable.Key Responsibilities:
- Welcome and provide access to our Card Members upon arrival at reception
- Be accountable and take ownership of the customer's experience from beginning to end
- Create innovative ways to resolve customers' issues or concerns to win their brand loyalty
- Employ the Customer First philosophy in meeting customers' needs and expectations
- Provide concierge and lifestyle recommendations
- Provide travel consultation and minimal reservation assistance
- Accommodate needs of our Card Members, by partnering with our food and beverage lounge partners
Qualifications:
To be successful in this role, you'll need to 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
Essential Skills and Competencies:
To succeed in this role, you'll need to possess the following essential skills and competencies:- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, dynamic environment
- Strong problem-solving and conflict resolution skills
- Ability to multitask and prioritize tasks effectively
- Strong attention to detail and organizational skills
- Ability to work independently and as part of a team
- Strong customer service skills and a passion for delivering exceptional service
Career Growth Opportunities and Learning Benefits:
At American Express, we're committed to helping our colleagues grow and develop their careers. As a Customer Experience Concierge, you'll have access to a range of learning and development opportunities, including:- On-the-job training and coaching
- Regular feedback and performance evaluations
- Opportunities for career advancement and professional growth
- Access to training programs and workshops
- Opportunities to participate in special projects and initiatives
Work Environment and Company Culture:
As a Customer Experience Concierge, you'll work in a fast-paced, dynamic environment that's focused on delivering exceptional service to our Card Members. Our company culture is built on a foundation of teamwork, collaboration, and a passion for delivering the world's best customer experience.Compensation, Perks, and Benefits:
As a Customer Experience Concierge, you'll be rewarded with a competitive salary, bonus incentives, and a range of benefits, including:- Competitive base salary
- 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