American Express Part-Time Virtual Customer Care Professional
UNITED STATES, United States
Customer Care, Operations
Schedule: Part-time
Job Description
Our award-winning Customer Care organization delivers phone support to millions of customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Working as a Part Time Virtual Customer Care Professional, you can work from home and build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with first-class training, schedule flexibility and progressive opportunities to grow. Join a global brand recognized as a Top 100 Remote Work Company (FlexJobs) and an eight-time Customer Service Award Winner (JD Powers) - it all starts here.
American Express Customer Care Professionals serve as the voice of our brand by delivering extraordinary customer care through relationship building. Our unique servicing philosophy, Relationship Care®, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.
What you’ll be Doing
- Working from home 20-29 hours per week, answering incoming calls in a fast-paced environment
- Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed
- Delivering extraordinary service by following our Relationship Care® philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
- Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
- Meeting performance goals that include, but are not limited to, customer survey results, average call handle time, schedule adherence, quality and Compliance standards
- Successfully completing an extensive on-the-job training class; 100% attendance required during the training period; permanent schedules will vary
What’s in it for you
- Competitive starting pay (minimum $15.73/ hr.)
- Monthly performance-based incentives, over and above your base pay
- Flexible, non-traditional schedules available
- Generous benefits package after 90 days of employment: tuition assistance, retirement programs and comprehensive medical, dental and vision plans
- Paid training, to be completed from your home office on company-provided equipment
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications
Are you a Fit? Do you…
- Understand the importance of managing sensitive card member information with integrity
- Possess the relevant experience of successfully interacting with customers; phone support preferred
- Actively listen and identify both spoken and unspoken needs
- Adapt your communication style to a wide variety of personalities and situations
- Commit to implementing feedback as a means to achieving individual and team performance goals
- Have the resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics
- Have a passion for consultative sales, recommending products or solutions tailored to each customer
- Have the technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy
- Value timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day
System Requirements
American Express will cover the connection cost and monthly fees for dedicated telephone and Internet service from an American Express approved provider in your area. The requirements are as follows:
- Dedicated and separate high-speed Internet with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed)
- Dedicated and separate analog landline phone (no VOIP – voice over internet protocol) for training and production calls. (e.g., Magic Jack, Vonage, etc.) Phone modem preferred (vs. a wall jack), where available
In the event there is no American Express-approved provider in your area, but there is a provider that can offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections.
Additional Requirements
- A secure home office free from background noise or other distractions
- Residence in one of 47 states where we currently hire (all U.S. states, with the exceptions of California, Alaska and Hawaii)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Click here to view the "EEO is the Law" poster and supplement and the Pay Transparency Policy Statement.
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Customer Care
Unexpected things happen every day. And when they happen to our customers, we’re there to help them get back on track. By joining our award-winning Customer Care organization, you’ll be a part of an enthusiastic team of individuals who goes above and beyond to accomplish the extraordinary every day. Also, if a career in Customer Service is your passion, but you require more flexibility, consider a position on our Home Based Customer Care team.
Operations
When a customer swipes an American Express Card, our Operations team is just getting started. Operations is about processing millions of daily transactions and delivering on our promise to provide best-in-class customer service. Our Operations team covers many skill sets and activities, from analyzing our systems and productivity, to maximizing our efficiency throughout the organization.
United States
From our New York City world headquarters with 360° views, to outdoor conference rooms at our Phoenix campus, discover why FORTUNE Magazine named us one of the best 100 companies to work for.
Get Referred
Do you know someone at American Express? Get Referred today! With ‘Get Referred’ you now have the ability to search your professional network for Amex employees and ask them to personally refer you for an open position. Simply choose the job you would like to be referred for, search your network and then send in your request.
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