Customer Experience Concierge

American Express; United States; On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Retirement match (6% )

Financial coaching

Medical, dental, vision and disability

Flexible hybrid/onsite arrangements

Parental leave

Wellness centers access

Confidential counseling (Healthy Minds

Career development

Job summary

American Express in Charlotte’s Centurion Lounge is seeking a Member Service Professional to greet Card Members, provide access, and deliver exceptional service at the point of arrival.

You will act as brand ambassador, offer travel and lifestyle guidance, and collaborate with lounge partners to meet guest needs and enhance loyalty. This role requires a proactive mindset, excellent communication, and the ability to work flexible shifts in a fast-paced team environment.

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.
• Ability to listen to the customer’s needs, offering confident recommendations and high satisfaction.
• Maintain utmost professionalism and positive attitude in all interactions.
• Ability to collaborate with colleagues in a fast-paced lounge environment.
• Ability to make quick, effective decisions to prioritize the Card Members’ experience.

Responsibilities

• Welcoming and providing access to Card Members at reception.
• Own the customer experience from start to finish.
• Resolve customer issues with proactive solutions to strengthen loyalty.
• Apply Customer First philosophy to meet needs and expectations.
• Provide concierge and lifestyle recommendations.
• Offer travel consultation and minimal reservation assistance.
• Collaborate with lounge partners to accommodate Card Members’ needs.

Skills

Customer service

Communication

Team collaboration

Problem solving

Brand ambassador

Job description

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the CLT Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

Responsibilities

• Welcoming and providing access to our 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 enthusiast out of the customer
• Employing the Customer First philosophy in meeting customers’ needs and expectations
• Providing concierge and lifestyle recommendation
• Providing travel consultation and minimal reservation assistance
• Accommodating needs of our Card Members, by partnering with our 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
• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions
• The ability to rely on and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment
• Ability to make decisions quickly and effectively, when unanticipated situations may 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 U.S. is required as the company will not pursue visa sponsorship for these positions.

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. From delivering differentiated products to providing world-class customer service, 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.

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 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

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

American Express is an equal opportunity employer and makes 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.