Onsite Customer Experience Concierge - Centurion Lounge

American Express; Madison (WI); Remote; USD 27,552 - 41,328; Full time

Job summary

American Express is seeking a Member Services Professional (MSP) to deliver top-tier service to Card members in the Centurion lounge environment. This onsite role in Madison emphasizes greeting members, owning the experience, and leveraging concierge and lifestyle offerings to ensure satisfaction.

The MSP will coordinate with lounge partners, adapt to a fast-paced setting, and demonstrate a passion for service and professionalism while supporting membership experiences daily.

Qualifications

• Minimum of one-year airline, front desk or tour industry experience.
• Minimum of one-year current experience servicing premium clients.
• Passion for servicing customers with proactive solutions.
• Excellent verbal communication and customer delight in every interaction.
• Ability to understand and respond to the customer’s needs and offer confident recommendations.

Responsibilities

• Welcoming Card members and providing access at reception.
• Owning the customer experience from start to finish.
• Developing ways to resolve issues and earn brand loyalty.
• Embracing the Patron First philosophy in meeting needs and expectations.
• Providing concierge and lifestyle recommendations.
• Offering tour assistance and reservation support.
• Coordinating with lounge partners to meet Card member needs.

Skills

Airline experience

Top client service

Customer service passion

Verbal communication

Active listening

Professionalism

Team collaboration

Decision making

Digital literacy

Tech systems

Adaptability

Flexible scheduling

Physical stamina

Education

Bachelor's Degree

Tools

Reservation systems

Guest services tech

Job description

American Express is seeking a Member Services Professional (MSP) to deliver top-tier service to Card members in the Centurion lounge environment. This onsite role in Madison emphasizes greeting members, owning the experience, and leveraging concierge and lifestyle offerings to ensure satisfaction.

The MSP will coordinate with lounge partners, adapt to a fast-paced setting, and demonstrate a passion for service and professionalism while supporting membership experiences daily.