Platinum Customer Care Professional -TSC-T3

American Express is a company built on a long history of innovation and commitment to customer service. They are seeking a Platinum Customer Care Professional to deliver exceptional service to Card Members, tailor solutions to their needs, and meet performance goals in a fast-paced environment.ResponsibilitiesMeaningful, rewarding work performed with integrity, utilizing your skills, experience, and passion for customer service to help propel your team and its business partners to succussConsistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentalityConsult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenureAdd value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyaltyUtilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brandResponsible for case intake, analyzing fraud and dispute cases, and sharing case outcomes to protect the interests of our organization and our customers, which is both the Card Member and our merchantsUse tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolutionMeet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metricsSkillsStrong written and communication skills to be able to converse effectively and naturally with our Card Members to deepen client relationships and drive satisfactionResilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situationsAbility to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each callTechnical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracyIntegrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practicesDriven to please by providing the ultimate experience for our Card Members on every interactionTimeliness and reliabilityFlexibility to work anytime between 6:00am - 2:00am, including weekendsHybrid Environment in Sunrise, Florida - on site expectation 3 days/weekWorkplace Flexibility: Full time. Shift flexibility requirementsAmerican Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentivesPassion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem-solving skillsCustomer service and consultative sales environment experience preferredPassion for consultative sales, recommending products or solutions tailored to each customerAbility to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to endBenefitsCompetitive base salariesBonus incentives6% Company Match on retirement savings planFree financial coaching and financial well-being supportComprehensive medical, dental, vision, life insurance, and disability benefitsFlexible working model with hybrid, onsite or virtual arrangements depending on role and business need20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacyFree access to global on-site wellness centers staffed with nurses and doctors (depending on location)Free and confidential counseling support through our Healthy Minds programCareer development and training opportunitiesCompany OverviewAmerican Express is a financial services company that provides credit cards, charge cards, payment solutions, and related services. It was founded in 1850, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is http://www.americanexpress.com.



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