Customer Experience Concierge – Centurion Lounge JFK

Job Description

Responsibilities

The role of the Customer Experience Concierge/Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located at JFK International 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 deepen 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 5:00am – 10:00pm Mon – Sun. 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 preferred, including reservation experience.
• 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 on 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.Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones’ physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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