Customer Assistance Specialist

Zurich Insurance Group • Houston, TX

1d • Hybrid

About The Position

This role is part of the Travel Guard team and supports American Express Cardholders experiencing unexpected travel emergencies around the world. The specialist provides customer assistance by phone, helps cardholders with pre-trip planning and during travel, and identifies solutions using Travel Guard’s assistance and service options. The position requires managing multiple systems while delivering professional, accurate, and privacy-conscious service to high-end clientele.

The role works a 6 p.m.–4 a.m. schedule on rotating weekends, arranged as four 10-hour shifts. It is hybrid, with three days in the office and two days working from home. The stated shift differential is $3 per hour for weeknights from 5 p.m. to 7 a.m. and all day Saturday and Sunday, plus an additional $3 per hour on Saturdays and Sundays from 7 p.m. to 7 a.m.

Requirements

• High school diploma or equivalent.
• 1–2 years of customer service experience.
• Excellent written and verbal communication skills.
• Critical and creative thinking skills to develop solutions for cardholders.
• Exceptional attention to detail and accuracy when gathering and entering information.
• Ability to manage and prioritize tasks while responding to high-end clientele with professionalism and clarity.
• Ability to work 6 p.m.–4 a.m. with rotating weekends on four 10-hour shifts.

Responsibilities

• Provide a positive experience for American Express Cardholders through inbound and outbound calls.
• Assist cardholders with pre-trip planning and during travel.
• Stay knowledgeable about Travel Guard assistance and service options, including legal, financial, and travel assistance.
• Use creative and critical thinking to find effective solutions for cardholders.
• Navigate multiple systems and multitask while providing exceptional customer service.
• Accurately document cardholder interactions in the case management system.
• Maintain Travel Guard and American Express privacy, compliance, and performance standards.

Benefits

• Hybrid work arrangement: three days in the office and two days working from home.
• Regular annual and personal leave.
• Volunteer leave.
• Paid parental leave.
• Competitive high-deductible health plan.
• Employee Assistance Program (EAP) programs.
• Access to health and well-being activities.
• 401(k) program with employer matching.
• Shift differential of $3 per hour for weeknights from 5 p.m. to 7 a.m. and all day Saturday and Sunday, with an additional $3 per hour on Saturdays and Sundays from 7 p.m. to 7 a.m.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED