Customer Experience Concierge - Centurion Lounge - SEA

Responsibilities

• 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
• 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 by partnering with food and beverage lounge partners

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 the customer with every single interaction
• The ability to listen to the customer’s needs and offer confident recommendations, resulting in high satisfaction
• Maintain 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 decisions and prioritize the Card Members’ experience
• The ability to use the Internet effectively while providing assistance in a face-to-face customer environment
• 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 role of the Member Service Professional (MSP) is to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the SEA Airport. MSPs act as ambassadors of the brand, working as a cohesive team to excite customers and deepen their relationship with American Express.

About American Express

At American Express, we are committed to supporting our customers, communities, and colleagues. We operate with a strong risk mindset, ensuring we uphold our brand promise of trust, security, and service. We believe in empowering our colleagues to thrive personally and professionally, offering comprehensive benefits and career development opportunities.

About the Team

We back our colleagues with benefits that support their holistic well-being, including competitive base salaries, bonuses, retirement savings plans, and comprehensive healthcare coverage. We also offer flexible working models, career development, and training opportunities to help our colleagues grow and succeed.

Pay

The expected salary range for this job requisition is provided, but ultimately, your pay will be determined based on your location, experience, and other job-related factors.