Experienced Virtual Customer Service Representative - Delivering Exceptional Support to American Express Card Members in a Dynamic and Inclusive Environment

Introduction to American Express

At American Express, we believe that with the right support, individuals and businesses have the power to grow in extraordinary ways. As a global and diverse network of colleagues, we are committed to giving back to our customers, communities, and each other. When you join Team Amex, you become part of a dynamic and inclusive environment where you can learn, grow, and thrive. Our company is dedicated to helping you create a professional journey that is unique and meaningful to you, with benefits, programs, and flexibility that support you both personally and professionally.

Our Mission and Values

At American Express, we are driven by a shared passion for delivering the world's best customer experience every day. We strive to uphold our company values and powerful backing promise with integrity, and in an environment where everyone is seen, heard, and feels like they belong. Our mission is to provide exceptional support to our customers, and we recognize that every colleague has the opportunity to share in the company's success. Together, we'll win as a team, and we'll do it with the highest integrity.

Job Description

As a Virtual Customer Service Representative, you will play a critical role in delivering superior customer experiences to our consumer card members. Your primary responsibility will be to provide exceptional support on calls, resolving customer queries, and following established procedures as appropriate. You will be expected to provide options and follow superior service skills to ensure the best possible solutions and first-call resolution (FCR) to card members.

Key Responsibilities:

• Provide superior customer experience on calls to consumer card members, resolving all customer queries and following established procedures as appropriate.
• Identify the mood, profile, and needs of the customer and leverage that information to provide the most appropriate benefits/products to the customer while being compliant with laid-down guidelines.
• Deliver to customer, employee, and shareholder metrics as per goals, highlighting issues through feedback and recommending changes in workflows, procedures, and service levels based on customer demands to meet their needs and ensure quality service is given at all times.
• Adhere to quality and compliance guidelines, with the ability to take quick decisions and respond to customer inquiries.
• Work effectively in a team environment, as well as independently, with demonstrated dependability and self-motivating skills.
• Analyze and solve problems with a strong attention to detail, and a workable understanding of MS Office applications (Word, PowerPoint, Excel).

Requirements and Qualifications

To be successful in this role, you will need to have previous experience in providing excellent customer support, with strong interpersonal, communication, and listening skills. You should be customer-focused, with a strong ability to solve customer issues and effectively address service situations. You should also have demonstrated dependability, self-motivating skills, and the ability to work effectively in a team environment.

Essential Qualifications:

• Previous experience in providing excellent customer support, with strong interpersonal, communication, and listening skills.
• Excellent verbal communication skills, with the ability to articulate complex information in a clear and concise manner.
• Customer-focused, with a strong ability to solve customer issues and effectively address service situations.
• Demonstrated dependability, self-motivating skills, and the ability to work effectively in a team environment.
• Proven analytical and problem-solving skills, with a strong attention to detail.
• Workable understanding of MS Office applications (Word, PowerPoint, Excel).

Preferred Qualifications:

• Previous experience in a virtual customer service environment, with a strong understanding of call handling skills and first-call resolution (FCR) principles.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing situations and priorities.
• Strong knowledge of American Express products and services, with the ability to provide tailored solutions to customers.

What We Offer

At American Express, we offer a competitive hourly rate of $18 - $20 per hour, plus bonus opportunities. We also provide a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) matching program. Our company culture is built on a foundation of diversity, equity, and inclusion, and we are committed to creating a work environment that is welcoming and inclusive to all employees.

Work Environment and Schedule:

This is a hybrid role, with the opportunity to work from home and in an office environment. You will be required to work 24/7 and rotational shifts, including night shifts. We offer a flexible scheduling system, with the ability to choose from a variety of shifts to fit your needs and lifestyle.

Career Growth and Development

At American Express, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including leadership development, career coaching, and mentorship opportunities. Our company is dedicated to creating a culture of continuous learning, where employees can develop new skills and advance in their careers.

Conclusion

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding career opportunity, we encourage you to apply for this Virtual Customer Service Representative role. At American Express, we are committed to delivering exceptional customer experiences, and we believe that our employees are the key to our success. Join our team and become part of a dynamic and inclusive environment where you can learn, grow, and thrive.