Customer Experience Concierge, Centurion Lounge - DCA

Responsibilities

MSPs will become essential to American Express Card Members by providing differentiated products and services. They will:

• Welcome and provide access to 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; ultimately making loyal enthusiasts out of the customer.
• Employ the Customer First philosophy in meeting customers’ needs and expectations.
• Provide concierge and lifestyle recommendations.
• Offer travel consultation and minimal reservation assistance.
• Accommodate the needs of Card Members, partnering with food and beverage lounge partners.

Qualifications

• Minimum of 1 year recent experience servicing premium customers.
• Airline, lounge, or travel industry experience required, including reservation experience.
• 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.
• The ability to exhibit the utmost professionalism and maintain a positive attitude in all interactions.
• The ability to rely and collaborate with colleagues, as the lounge is a very active, fast-paced, team environment.
• The ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do.
• The ability to be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment.
• The ability to utilize and switch from multiple technology platforms with ease.
• The ability to adapt to an ever-changing environment and being resilient.
• The ability to work flexible shifts including nights, weekends, and holidays is essential.
• Light to moderate lifting may be required for certain job tasks.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values, and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. We operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

About The Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Benefits

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

Equal Opportunity Employer

At American Express, we make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Know Your Rights

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