Customer Experience Concierge - Centurion Lounge CLT

American Express•Charlotte, NC

6d•$20 - $25•Onsite

About The Position

The Member Service Professional (MSP), also known as a Customer Experience Concierge, delivers superior service to Card Members visiting the American Express Centurion Lounge at CLT Airport. MSPs serve as American Express brand ambassadors and work collaboratively to 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 lounge operates from 5:30 AM to 10:30 PM, seven days a week; hours may change according to business needs.

Requirements

At least 1 year of recent experience serving premium customers.
A passion for serving customers with proactive solutions.
Exceptional communication skills and the ability to delight customers in every interaction.
Ability to listen to customers’ needs and make confident recommendations that result in high satisfaction.
Professionalism and a positive attitude in all interactions.
Ability to collaborate with colleagues in a busy, fast-paced team environment.
Ability to make quick, effective decisions in unanticipated situations while prioritizing the Card Members’ experience.
Resourcefulness and effective use of the Internet while assisting customers face-to-face.
Ability to use and switch easily among multiple technology platforms.
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 some tasks.
Eligibility to work in the United States; American Express will not pursue visa sponsorship.

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 experience from beginning to end.
Resolve customer issues and concerns innovatively to build brand loyalty.
Apply a Customer First philosophy to meet customer needs and expectations.
Provide concierge services and lifestyle recommendations.
Offer travel consultation and limited reservation assistance.
Accommodate Card Members’ needs in partnership 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.
Medical, dental, vision, life insurance, and disability benefits.
Flexible working arrangements, depending on role and business needs.
More than 20 weeks of paid parental leave for all parents, including for pregnancy, adoption, or surrogacy.
Access to on-site wellness centers staffed with nurses and doctors, depending on location.
Free, confidential counseling support through the Healthy Minds program.
Career development and training opportunities.