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Customer Experience Concierge, Centurion Lounge - DCA - job 1 of 4

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You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Job Description:

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the DCA Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:

· Welcoming and providing access to our Card Members upon arrival at reception

· Being accountable and taking ownership of the customer’s experience from beginning to end

· Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer

· Employing the Customer First philosophy in meeting customers’ needs and expectations

· Providing concierge and lifestyle recommendation

· Providing travel consultation and minimal reservation assistance

· Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners

Lounge Hours of operation are from 5:00 am – 9:00 pm SUN-FRI, 5:00am - 7:00pm -SAT. Hours are subject to change due to business need.

Qualifications:

A successful candidate will possess the following qualifications:

· Minimum of 1 year recent experience servicing premium customers

· Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus)

· Passion for servicing customers with proactive solutions

· Exceptional communication skills, delighting the customer with every single interaction

· The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received

· Must exhibit the utmost professionalism and maintain a positive attitude in all interactions

· The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment

· Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do

· Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment

· Ability to utilize and switch from multiple technology platforms with ease

· Adapt to an ever changing environment and being resilient

· Ability to work flexible shifts including nights, weekends, and holidays is essential

· Light to moderate lifting may be required for certain job tasks

Salary Range: $20.00 to $22.12 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

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 paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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Stephen J Squeri

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Average salary estimate

$43800 / YEARLY (est.)

min

max

$41600K

$46000K

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What You Should Know About Customer Experience Concierge, Centurion Lounge - DCA, American Express

At American Express, we believe in leading the way and having each other's backs, and as a Customer Experience Concierge for the Centurion Lounge at DCA, you'll embody this spirit daily. This dynamic role invites you to be the face of Amex, providing exceptional service to our esteemed Card Members in a friendly and engaging manner. From welcoming guests and ensuring they enjoy a seamless experience to tailoring concierge and travel services to meet their unique needs, you will be at the heart of creating unforgettable moments for our customers at the airport lounge. Your exceptional communication skills and a passion for customer service will shine as you address concerns, make recommendations, and collaborate with your team in a bustling environment. This isn't just a job; it's a chance to make a real difference to travelers as you curate their experiences and deepen their connection with American Express. Being resourceful and adaptable is key, as you'll handle a variety of responsibilities, from travel consultations to managing food and beverage partnerships. Join American Express and embrace a career laden with opportunities, professional development, and the chance to uplift those around you. You'll thrive in a company that not only recognizes your results and efforts but also supports your holistic well-being with an amazing benefits package. Step into the joy of service at the Centurion Lounge and let’s redefine customer experience together!

Frequently Asked Questions (FAQs) for Customer Experience Concierge, Centurion Lounge - DCA Role at American Express

What are the main responsibilities of a Customer Experience Concierge at American Express in DCA?

The Customer Experience Concierge at American Express in DCA is responsible for delivering exceptional service to Card Members, assisting with travel consultations, providing concierge recommendations, and ensuring a welcoming atmosphere. They act as ambassadors of the brand, taking ownership of the customer's experience from start to finish and creating innovative solutions to foster brand loyalty.