Platinum Travel Consultant - Travel & Concierge Experience Phoenix, AZ
About The Position
Travel & Concierge Experiences (TCE) provides Card Members with travel planning and booking services and tailored experiences. Its mission is to make Membership valuable through travel, lifestyle, and card servicing for premium Platinum Card Members. This is a frontline contact-center role handling calls from premium Card Members in a high-volume environment. The successful candidate will receive intensive paid training and a mentor program to develop as a travel professional. The consultant delivers customer service and creates or services travel arrangements, including domestic and international flights, car rentals, and hotels. Through consultation and research, the consultant plans personalized itineraries, communicates relevant products and benefits, and ensures that Card Member experience and service outcomes remain central. The role is hybrid in Phoenix, Arizona, with at least three office days per week and work from a secure, distraction-free home office on virtual days. Service is provided around the clock, and employees must be available for schedules within the stated operating windows, including weekends. American Express offers competitive base salary, bonus incentives, retirement savings matching, health and well-being support, paid parental leave, and career development opportunities. The salary range is not provided in the supplied posting.
Requirements
- At least 1 year of experience delivering exceptional customer service in a premium, luxury, or hospitality-focused environment.
- Demonstrated ability to provide premium customer service, ideally in a call center or comparable fast-paced, high-volume servicing environment.
- Passion for exceeding customer expectations and creating memorable experiences.
- Strong verbal communication and active listening skills, with the ability to adapt to situations and individual communication styles.
- Proficiency navigating multiple computer applications, Microsoft Office, personal devices, and emerging AI-driven technologies.
- Geography knowledge sufficient to locate continents, countries, and major travel destinations worldwide.
- Curiosity, adaptability, resilience, a positive attitude, commitment to continuous learning, and openness to change and new approaches.
- Ability to succeed in a results-focused environment and meet or exceed goals.
- Ability to work nights and weekends, with service provided 24 hours a day, 7 days a week.
- Flexibility to work between 6:00 a.m. and 11:00 p.m. local time, including weekends.
- Hospitality or Tourism degree or equivalent qualification.
- Ability to work in the Phoenix office at least 3 days per week.
- A secure home office at the confirmed residence, free from background noise and distractions.
- Home internet meeting minimum speeds of 25 Mbps download and 5 Mbps upload, preferably via broadband cable or fiber; Wi-Fi, satellite, and DSL are not permitted.
- Eligibility to work in the United States; American Express will not pursue visa sponsorship.
Nice To Haves
- Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a strong focus on exceptional customer service and seamless travel experiences.
- Hospitality or Tourism degree or equivalent qualification.
Responsibilities
- Deliver world-class customer service in an inbound, high-volume travel call-servicing environment.
- Create new bookings and service existing travel arrangements for premium Card Members.
- Consult with Card Members to understand their needs and provide innovative, personalized interactions.
- Research, plan, and create domestic and international travel experiences, including flights, car, and hotel itineraries.
- Communicate relevant new and existing product offerings and value propositions.
- Prioritize the Card Member experience and deliver excellent service and outcomes aligned with the Membership First approach.
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 model with hybrid, onsite, or virtual arrangements depending on role and business need
- 20+ weeks of paid parental leave for all parents, regardless of gender, for pregnancy, adoption, or surrogacy
- Free access to global onsite wellness centers staffed with nurses and doctors, depending on location
- Free 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
Associate degree
