AMERICAN EXPRESS Hiring for Virtual Customer Care Professional at Austin, TX Full Time

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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. 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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their reward redemption needs. And, you can grow your skills through industry-leading training and ongoing coaching, while learning what it means to continually set the standard for world class, customer-first service.

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

Preferred Skills:
Unique career journey shaped by your talent and curiosity

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 computer systems and 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

System Requirements:
American Express will cover the connection cost and monthly fees for dedicated telephone and Internet service from an American Express approved provider in your area. The requirements are as follows:

Dedicated and separate high-speed Internet with at least 25 Mbps download and 5 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)

American Express will cover the connection cost and monthly fees for dedicated Internet service from an American Express approved provider in your area. In the event there is no American Express-approved provider in your area, but there is a provider that can offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections.

Additional Requirements:
A secure home office free from background noise or other distractions

Residence in one of the states where we currently hire: Utah, Colorado, Oregon, Texas, Illinois or Missouri (excluding Alaska, Hawaii and California)

Flexibility to work in a 24/7 environment (may include night and weekend shifts)

High school diploma or equivalent required; bachelor’s degree preferred; education benefits available

Additional Details:
This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ or Sunrise, FL), please review our Careers site for positions located at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time

Workplace Flexibility: Full time. Shift flexibility requirements

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

US Job Seekers/Employees – Click here to view the “EEO is the Law” poster and supplement 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.

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