Customer Experience Concierge - Centurion Lounge CLT

About the Role

The Member Service Professional (MSP)/Customer Experience Concierge delivers superior service to Card Members visiting the American Express Centurion Lounge at CLT Airport. MSPs act as ambassadors of the brand, working as a cohesive team to excite customers and deliver on the brand promise. This role requires a passion for extraordinary service in a customer-facing environment, providing travel, card, concierge, and lifestyle services while tailoring products and services to assist Card Members with immediate needs and deepen their relationship with American Express.

Responsibilities

• Welcoming and providing access to Card Members upon arrival at reception
• Being accountable and taking ownership of the customer's experience from beginning to end
• Creating innovative ways to resolve customers' issues or concerns to win their brand loyalty; ultimately making loyal enthusiasts out of customers
• Employing the Customer First philosophy in meeting customers' needs and expectations
• Providing concierge and lifestyle recommendations
• Providing travel consultation and minimal reservation assistance
• Accommodating needs of Card Members by partnering with food and beverage lounge partners

Qualifications

• Minimum of 1 year recent experience servicing premium customers
• Airline, lounge or travel industry experience preferred, including reservation experience
• Passion for servicing customers with proactive solutions
• Exceptional communication skills, delighting the customer with every single interaction
• 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
• Ability to rely and collaborate with colleagues in a very active, fast-paced, team environment
• Ability to make decisions quickly and effectively when unanticipated situations 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
• Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions

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

Schedule

Lounge hours of operation are from 05:30 AM - 10:30 PM, 7 days a week. Hours are subject to change due to business need.

This response is AI-generated, for reference only.