Customer Experience Concierge, Centurion Lounge – Philadelphia Airport

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the Philadelphia 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 deepening 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:

• Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners
• Providing concierge and lifestyle recommendation
• Employing the Customer First philosophy in meeting customers’ needs and expectations
• Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer
• Being accountable and taking ownership of the customer’s experience from beginning to end
• Providing travel consultation and minimal reservation assistance
• Welcoming and providing access to our Card Members upon arrival at reception

Lounge Hours of operation are from 05:30am– 9:00pm Mon-Sun. Hours are subject to change due to business need.

Qualifications:

A successful candidate will possess the following qualifications:

• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions
• 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
• Passion for servicing customers with proactive solutions
• The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment
• Ability to utilize and switch from multiple technology platforms with ease
• Minimum of 1 year recent experience servicing premium customers
• Exceptional communication skills, delighting the customer with every single interaction
• Ability to work flexible shifts including nights, weekends, and holidays is essential
• Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer 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
• Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus)
• Light to moderate lifting may be required for certain job tasks
• Adapt to an ever changing environment and being resilient

American Express is an equal opportunity employer.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Salary Range: $20.00 to $33.65 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 6% Company Match on retirement savings plan
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Career development and training opportunities
• Free and confidential counseling support through our Healthy Minds program
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Competitive base salaries
• Free financial coaching and financial well-being support
• Bonus incentives

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

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