Premium Cruise Custom Vacation Consultant
About The Position
The Premium Cruise and Custom Vacation Consultant is a critical frontline contact-center role serving Platinum Card Members in a high-volume inbound call environment. Consultants use their travel expertise and American Express programs and premium benefits to design personalized cruise and vacation experiences, deliver high-quality service, and build long-term customer relationships. Vacation requests may include cruises, custom vacations, honeymoons, and reunions. This is a hybrid role based in Sunrise, Florida, requiring at least three days per week in the office. Consultants must be available to work within operating hours of 8:00 a.m. to 11:00 p.m. EST, including nights and weekends.
Requirements
- At least 1 year of experience in tourism, travel, or cruises and tours.
- Experience in high-end customer service or sales roles.
- Ability to provide premium customer service, ideally in a call center or comparable fast-paced, high-volume service environment.
- Basic geography knowledge, including the ability to locate continents, countries, and key travel destinations worldwide.
- Positive attitude and outlook, demonstrated through a desire to learn, willingness to try new things, resilience through change, and optimism.
- Strong communication and active listening skills, with the ability to adapt conversations to the situation and the Card Member’s communication style.
- Computer proficiency, including the ability to navigate multiple applications, Microsoft Office, and personal devices.
- Ability to succeed in a results-focused environment and meet or exceed goals.
- Ability to work nights and weekends.
- Ability to work in the Sunrise, Florida office at least 3 days per week and within the 8:00 a.m.–11:00 p.m. EST schedule, including weekends.
- Eligibility to work in the United States; American Express will not pursue visa sponsorship.
Responsibilities
- Deliver world-class customer service in a high-volume inbound travel-call environment.
- Create new travel bookings and service existing arrangements for Premium Card Members.
- Consult with Card Members to understand their needs and provide innovative, personalized interactions.
- Research, plan, and create personalized cruise and vacation experiences, including domestic and international flights, tours, hotels, and car rentals.
- Communicate relevant new and existing product offerings and value propositions.
- Put the Card Member experience first and deliver service and outcomes aligned with American Express’s Membership First approach.
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 model, depending on role and business need
- 20+ weeks of paid parental leave for all parents, including for pregnancy, adoption, or surrogacy
- Access to global on-site wellness centers staffed with nurses and doctors, depending on location
- Free and confidential counseling 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
