Premium Travel Counselor (Hybrid)

This is a critical frontline role in our contact center, answering calls from our premium card members in a high-volume environment. If you are a tenured travel professional or have a career in hospitality or tourism; if you have a flair for exceptional customer service, a passion for learning and natural curiosity, this role may be for you. With an intensive paid training and mentor program, here’s your chance to become a highly skilled Travel Consultant. Here’s just some of what you could be doing every day. How will you make an impact in this role? Deliver world-class customer service in an in-bound, high-volume travel call servicing environment. Delighting our Premium Card Members in the United States with unforgettable travel experiences by creating new bookings and servicing existing travel arrangements. Understand our customer needs through consultation to deliver an innovative and extraordinary interaction. Research, plan, and carry out personalized travel experiences, through booking domestic and international flights, car and/or 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, delivering excellent service and outcomes that are core to the American Express brand. Card Members will be based in the United States and all business will be conducted in English. Very high levels of written and verbal communication are required. High-end customer service or sales roles experience in tourism, travel, or cruise and tours. 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 ability to locate continents, countries and key travel destinations world-wide. Positive attitude and outlook, as demonstrated through a desire to learn, willingness to try new things, resiliency through change and optimism. Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Card Member’s communication style. Computer literate and able to navigate computer applications and personal devices, can navigate PC and basic MS Office easily. Ability to succeed in a result-focused environment, with a healthy desire to meet and exceed goals. You must have the ability to work nights and weekends as we service our Card Members 24 hours a day / 7 days per week.