Platinum Travel Consultant - Travel & Concierge Experience Phoenix, AZ

American Express•Sunrise, AZ

1d•Hybrid

About The Position

Travel & Concierge Experiences (TCE) provides Card Members with services ranging from trip planning and booking to tailored travel experiences. The team aims to make Membership essential through reliable delivery of travel, lifestyle, and card servicing for premium Platinum Card Members. This is a frontline contact-center role, answering calls from premium Card Members in a high-volume environment. The consultant delivers personalized travel planning and servicing, with paid intensive training and a mentor program to help develop travel professionals.

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.
Strong verbal communication and active listening skills, with the ability to adapt conversations to each Card Member and situation.
Proficiency navigating multiple computer applications, Microsoft Office, personal devices, and emerging AI-driven technologies.
Geographic knowledge sufficient to locate continents, countries, and key worldwide travel destinations.
Curiosity, adaptability, resilience, a positive attitude, commitment to continuous learning, and openness to change and trying new approaches.
Ability to succeed in a results-focused environment and meet or exceed goals.
Ability to work nights and weekends as needed to support Card Members 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.
Ability to work in the office at least 3 days per week.
For work from home, must have a secure home office at the confirmed residence, free from background noise and distractions.
Home internet must meet minimum speeds of 25 Mbps download and 5 Mbps upload; broadband cable or fiber is preferred, and WiFi, satellite, and DSL are not permitted.
Must be eligible to work in the United States; the company will not pursue visa sponsorship.

Nice To Haves

Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a focus on exceptional customer service and seamless travel experiences.
A degree or equivalent qualification in Hospitality or Tourism.

Responsibilities

Deliver world-class customer service in an inbound, high-volume travel call-servicing environment.
Create new bookings and service existing travel arrangements to provide premium Card Members with memorable travel experiences.
Consult with Card Members to understand their needs and provide innovative, personalized interactions.
Research, plan, and create travel experiences, including domestic and international flight, car, and hotel itineraries.
Communicate relevant new and existing product offerings and value propositions to Card Members.
Prioritize the Card Member experience and follow the Membership First approach, delivering service and outcomes aligned with the American Express brand.