Counselor-Travel Support
About The Position
The Member Service Professional (MSP) delivers superior service to Card Members visiting the American Express Centurion Lounge at JFK International Airport. MSPs serve as American Express brand ambassadors, working as a cohesive team to provide an outstanding customer experience and bring the brand promise to life. They provide travel, card, concierge, and lifestyle services, tailoring recommendations and assistance to Card Members’ immediate needs and helping deepen their relationship with American Express. The role focuses on exceptional service in a customer-facing, active, fast-paced lounge environment. The lounge operates from 5:00 a.m. to 10:00 p.m., Monday through Sunday; hours are subject to change based on business needs. Flexible shifts, including nights, weekends, and holidays, are essential. Light to moderate lifting may be required for certain tasks. Candidates must be eligible to work in the United States; American Express will not pursue visa sponsorship for these positions.
Requirements
- At least 1 year of recent experience servicing premium customers.
- Passion for serving customers with proactive solutions.
- Exceptional communication skills and the ability to delight customers in every interaction.
- Ability to listen to customer needs and provide confident recommendations that lead to high customer satisfaction.
- Professionalism and a positive attitude in all interactions.
- Ability to collaborate with colleagues in an active, fast-paced team environment.
- Ability to make quick and effective decisions in unexpected situations while prioritizing the Card Member experience.
- Resourcefulness and ability to use the Internet effectively while assisting customers face to face.
- Ability to use and switch between multiple technology platforms with ease.
- Adaptability and resilience in a changing environment.
- Ability to work flexible shifts, including nights, weekends, and holidays.
- Light to moderate lifting may be required for certain job tasks.
- Eligibility to work in the United States; visa sponsorship is not available.
Nice To Haves
- Airline, lounge, or travel industry experience, including reservation experience.
Responsibilities
- Welcome Card Members and provide access upon arrival at reception.
- Take ownership of the customer’s experience from beginning to end.
- Resolve customer issues or concerns in innovative ways to build brand loyalty.
- Apply the Customer First philosophy to meet customer needs and expectations.
- Provide concierge services and lifestyle recommendations.
- Provide travel consultation and limited reservation assistance.
- Accommodate Card Members’ needs by partnering with food and beverage lounge partners.
Benefits
- 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 arrangements depending on role and business need
- More than 20 weeks of paid parental leave for all parents, including 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 the Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
