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When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague share in the company’s success.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join #TeamAmex and let’s lead the way together.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

The role of the Membership Concierge Service Professional (MCP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge in New York. MCPs 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 MCP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MCPs are highly skilled and motivated, providing travel, card, concierge, and lifestyle services to American Express Card Members. Acting as a consultant, our MCPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

How will you make an impact in this role?

• Service Card Member travel, card servicing, and concierge requests, displaying strong ownership and accountability while ensuring seamless delivery
• Strategically recommend personalized products and services tailored to the Members’ needs
• Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners
• Build relationships with the Card Members while delivering outstanding customer service through every interaction
• Navigate multiple tools and effectively communicate through all customer channels
• Achieve accuracy with detailed and meticulous documentation
• Stay current with professional level knowledge of the Centurion products, benefits, and current offerings
• Consistently collaborate with other membership managers and align with portfolio managers to gain deep understanding of assigned portfolios' profile, preferences, history, and expectations
• Execute and follow security requirements of building
• Check-in and authenticate guests
• Provide upkeep to the space to ensure they are clean and presentable
• Greet and assist guests, directing them as needed
• Provide customer service and answer guests' questions
• Lift bags or other objects as needed

Lounge Hours of operation are from 09:00 AM – 02: AM SUNDAY - THURSDAY and 09:00 AM - 03:00 AM FRIDAY AND SATURDAY. Hours are subject to change due to business need.

Qualifications:

A successful candidate will possess the following qualifications:

• Minimum of 3 years recent experience servicing premium customers
• 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
• 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.

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.

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.

US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Salary Range:39,800.00 – $59,700.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors