Customer Experience Concierge - Centurion Lounge - ATL

Responsibilities

MSPs welcome and provide access to Card Members upon arrival at reception. They take accountability and ownership of the customer’s experience from start to finish. They create innovative solutions to resolve customer issues or concerns, fostering brand loyalty. They employ the Customer First philosophy to meet and exceed customer needs and expectations. They offer concierge and lifestyle recommendations, travel consultations, and minimal reservation assistance. They accommodate Card Members’ needs by collaborating with food and beverage lounge partners.

Lounge hours are from 6:00 AM to 11:00 PM, Monday to Sunday. Hours may vary based on business needs.

Qualifications

• Minimum of 1 year recent experience servicing premium customers
• Airline, lounge, or travel industry experience, including reservation experience
• Passion for servicing customers with proactive solutions
• Exceptional communication skills, delighting customers with every interaction
• The ability to listen to customer needs and offer confident recommendations for high satisfaction
• Utmost professionalism and maintaining a positive attitude in all interactions
• The ability to rely and collaborate with colleagues in a fast-paced, team environment
• The ability to make quick, effective decisions, prioritizing the customer experience
• The ability to use multiple technology platforms efficiently
• The ability to adapt to an ever-changing environment and remain resilient
• The ability to work flexible shifts, including nights, weekends, and holidays

About the Role

The American Express Centurion Lounge offers a superior service experience to Card Members visiting the airport. Memberships are essential to our Card Members, and we strive to make Membership come alive every day. Our MSPs are highly skilled and motivated, providing travel, card, concierge, and lifestyle services to American Express Card Members. They act as consultants, tailoring our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

About Us

At American Express, we are committed to upholding our brand promise of trust, security, and service. We operate with a strong risk mindset, ensuring we continue to deliver differentiated products and services to our customers. We believe in supporting our colleagues with comprehensive benefits, including competitive salaries, bonuses, retirement plans, and various wellness programs. We also prioritize diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels valued and supported.

About the Team

We support our colleagues with the resources they need to thrive both personally and professionally. This includes a comprehensive benefits package, flexible working models, and opportunities for career development and training. We also provide access to wellness centers, counseling support, and parental leave. At American Express, your voice and ideas matter, and your work makes a difference. Together, we aim to define the future of American Express.

Benefits

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