Client Specialist

American Express Global Business Travel; United States; On-site; USD 60,000 - 112,000; Full time

Benefits offered by this job

Travel perks

Learning platform access

Flexible benefits

Job summary

Amex GBT is seeking a Client Specialist to operationalize client policies and support day-to-day administration across accounts in the United States. You will educate and assist client teams, attend client meetings, and help implement onboarding from a service delivery perspective.

You will monitor CSAT performance, assist with escalations, and ensure accurate reporting and policy training. The role focuses on collaboration with Client Managers and travel counselors, with opportunities to refine

Qualifications

• Experience in client services or account management.
• Ability to analyze CSAT performance and report actions.
• Strong written and verbal communication skills.
• Capacity to support onboarding and policy training.
• Experience coordinating client meetings and escalations.

Responsibilities

• Educate and support DARs/ARs in creating external performance reports.
• Attend meetings with Clients as recommended by Client Managers.
• Represent implementation and onboarding from a service delivery perspective.
• Manage customer service issue disputes with QSC and monitor CSAT performance.
• Document changes and share client policy training with the team.

Skills

Customer service

CSAT analysis

Report preparation

Meeting coordination

Policy training

Escalation management

Call listening

Tools

Travel Force

Salesforce PA

Trondent

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Client Specialist Purpose

Operationalize client policies and support Client’s day to day administration need

Accountabilities

• As required, educate and support DAR’s/AR’s in creation of accurate external performance reports.
• Attend targeted meetings with Clients as recommended by Client Managers.
• Provide creative monitoring techniques to achieve consistency against Client contracts.
• Implementation/on boarding - To represent the implementation of new business and customer onboarding from a service delivery perspective.
• Partnering with CM/clients on escalations, assist with strategy, messaging, and research
• Monitoring CSI’s in Travel Force
• Confirming CSI closures
• Managing customer service issue disputes with QSC
• Listening to calls
• Documenting and closing gaps through coaching and feedback to the travel counselors.
• Document changes and share client policy with team/ lead link and assist with the delivery of existing and new client policy training
• Request and validate Profile tool updates and changes
• Support RFPs, QBRs, retention efforts and SOW exceptions
• Analyze CSAT performance, identify actions and communicate results.
• Monitor Client’s TSF - and if needed, interface with Operations Liaison and WFM on skilling /unskilling
• Monitor and respond to CSO email boxes as needed and if applicable
• Account contact in AMEXCO (bars/stars)
• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs.
• Manage and Support client soft dollar programs MM additional accountabilities:
• Document and close offline CSI’s in Travel Force up to $500/$1000
• Process customer credits for CSIs and notify client of CSI outcome PA additional accountabilities:
• Keep PA SOW updated
• Accountable for discovery and qualification process of Sales Force PA vetting cases
• On-boarding new customers
• Maintaining client facing collateral
• Associated tech request (PCC bridging, group DK etc.)
• Arrival / Departing reporting via Trondent
• Capacity tracking Client / Planner calls
• Document and close offline CSI’s in Travel Force up to $500/$1000
• Process customer credits for CSIs and notify client of CSI outcome DOE additional accountabilities:
• Create job responsibilities for clients implementing DOE positions (i.e. nonrefundable ticket pool usage. Profile administration, etc.)
• Maintain tracking of former employee unused ticket credits for use with waivers and distribute to TCs if required per contract.
• Manage and Support client soft dollar programs if required per contract

Location

United States

Salary

The US national base salary range for this position is from $60,200.00 - $111,800.00. The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

Benefits at a glance

Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more!

Equal Opportunity

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law. Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process.

Disclosures

For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement?

If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;” please apply anyway. You may be exactly the person we’re looking for!