Customer Care Pro: Multi-Channel Support & Relationships

American Express; Juneau (AK); Remote; USD 20,457 - 29,136; Full time

Benefits offered by this job

Competitive pay

8-hour shifts

Job summary

American Express in Juneau is seeking a Customer Care Professional to deliver world-class support across call, chat, and mobile messaging. The role emphasizes first-contact decisions, building relationships, and helping cardholders with their needs.

You will meet quality, compliance, and productivity goals while using IT systems to assist customers, document details, and navigate multiple screens. A Bachelor's or Associate's degree and at least two years of customer service experience are

Qualifications

• Minimum 2 years of customer service experience, with at least 6 months of recent experience managing chat support services.
• Minimum 40 WPM typing speed with 90% accuracy.
• Strong browsing skills, basic troubleshooting knowledge, and ability to multitask across screens/devices.
• Bachelor's or Associate's degree (undergraduates may apply).

Responsibilities

• Deliver world‑class customer service while responding to questions and concerns through multiple channels (call, chat, mobile messaging).
• Create meaningful relationships by researching needs, making first‑contact decisions, and negotiating for the best results for the customer and American Express.
• Identify opportunities to offer products based on cardholders' needs and improve the overall customer experience.
• Meet and exceed quality goals, compliance standards, and productivity goals.
• Utilize IT systems and tools to serve customers, maximizing online and mobile platform capabilities.
• Record important information such as payment details, customer details changes, address changes, and travel status.
• Re‑prioritize and adapt to a changing environment.

Skills

Customer service

Chat support

Multitasking

Typing 40 WPM

Strong communication

Problem solving

Education

Bachelor's degree

Associate's degree

Tools

CRM software

Job description

American Express in Juneau is seeking a Customer Care Professional to deliver world-class support across call, chat, and mobile messaging. The role emphasizes first-contact decisions, building relationships, and helping cardholders with their needs.

You will meet quality, compliance, and productivity goals while using IT systems to assist customers, document details, and navigate multiple screens. A Bachelor's or Associate's degree and at least two years of customer service experience are