Join Team Amex: Where Your Career Journey Begins
American Express invites you to be part of a global and diverse community of colleagues who share an unwavering commitment to providing the world's best customer experience. As a Travel Consultant with our Phoenix Travel and Lifestyle Services team, you'll have the opportunity to create unforgettable travel experiences for our premium card members while growing your skills and career in a dynamic and supportive environment.
About American Express
At American Express, we believe in the power of backing our customers, communities, and each other. With a legacy of excellence and a commitment to integrity, we strive to create a workplace where everyone is seen, heard, and feels like they belong. Our company values and powerful backing promise drive us to provide exceptional customer experiences every day.
Job Overview: Travel Consultant
This is a critical frontline role in our contact center, where you'll answer calls from our premium card members in a high-volume environment. As a Travel Consultant, you'll be the face of American Express, creating positive interactions with our customers and delivering world-class service through industry-leading training and ongoing coaching.
Key Responsibilities
- Deliver world-class customer service in an inbound, high-volume travel call servicing environment
- Create new bookings and service existing travel arrangements, delighting our Premium Card Members with unforgettable travel experiences
- Understand customer needs through consultation to deliver innovative and extraordinary interactions
- Research, plan, and create personalized travel experiences, including booking domestic and international flights, car and hotel travel arrangements
- Communicate new and existing product offerings and value propositions relevant to the Card Member
- Always put the Card Member's experience at the forefront of everything you do, reinforcing the Membership First approach
Minimum Qualifications
- 1 year of experience in tourism, travel, hospitality, or cruise and tours
- High-end customer service or sales roles experience
- Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast-paced, high-volume servicing environment
- Basic geography knowledge with the ability to locate continents, countries, and key travel destinations worldwide
- Positive attitude and outlook, with a desire to learn, willingness to try new things, resiliency through change, and optimism
- Natural communicator with active listening skills and the ability to adapt conversation to suit the situation and the Card Member's communication style
- Computer proficiency, with the ability to navigate multiple computer applications, Microsoft Office, and personal devices
- Ability to succeed in a result-focused environment, with a healthy desire to meet and exceed goals
- Ability to work nights and weekends as we service our Card Members 24 hours a day / 7 days per week
Preferred Qualifications
- Experience in a luxury travel or high-end customer service environment
- Knowledge of travel industry trends, destinations, and products
- Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
- Flexibility to work in a hybrid role, with a minimum of 3 days in the office
- Ability to work anytime between 5:00 am - 2:00 am EST, including weekends
Skills and Competencies
- Excellent communication and interpersonal skills
- Ability to work in a team environment and build strong relationships with colleagues
- Strong problem-solving and analytical skills
- Adaptability and flexibility in a rapidly changing environment
- Customer-centric mindset with a focus on delivering exceptional customer experiences
Career Growth Opportunities and Learning Benefits
At American Express, we're committed to helping you grow your skills and career. As a Travel Consultant, you'll have access to industry-leading training and ongoing coaching to help you succeed in your role. You'll also have opportunities to develop your skills in areas such as customer service, sales, and travel industry knowledge.
Work Environment and Company Culture
Our company culture is built on a foundation of diversity, equity, and inclusion. We strive to create a workplace where everyone feels valued, respected, and supported. As a Travel Consultant, you'll be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- Hourly salary range: $20.00 to $28.85
- 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
Join Our Team
If you're a motivated and customer-focused individual with a passion for delivering exceptional travel experiences, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team and help us create unforgettable experiences for our customers.
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.
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.
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