Customer Experience Concierge, Centurion Lounge - SFO

American Express is a globally recognized financial services company with a rich history of 175 years of innovation and commitment to excellence. The company has built a strong culture based on shared values and leadership behaviors, serving customers with integrity and dedication. As a major player in the financial sector, American Express is known for its premium products and exceptional customer service. The company supports its employees through comprehensive well-being programs and offers numerous opportunities for skill development, leadership growth, and career advancement. Working at American Express means becoming part of a team that values your ideas, encourages your professional growth, and allows you to make a real impact in the financial world. The role of Member Service Professional (MSP) at American Express is a dynamic and customer-centric position based in the Centurion Lounge at San Francisco International Airport. This role is crucial as MSPs represent the American Express brand, delivering exceptional service to premium Card Members. The MSP is not just a customer service representative but an ambassador tasked with creating memorable experiences that embody the brand promise. The environment is fast-paced and requires a passion for service excellence, focusing on travel, card, concierge, and lifestyle services. MSPs work collaboratively within a team to tailor solutions that meet the specific needs of Card Members and strengthen their relationship with American Express. MSPs are responsible for welcoming Card Members with warmth and professionalism, managing every aspect of their lounge experience from arrival to departure. They use innovative problem-solving skills to address customer concerns promptly and develop brand loyalty by exceeding expectations. Their role involves offering concierge and lifestyle suggestions, travel consultations, and assisting with reservations whenever needed. Close collaboration with food and beverage partners ensures a seamless and satisfying visit for all guests. The position demands adaptability, excellent communication skills, resourcefulness, and the ability to operate multiple technology platforms efficiently. Flexibility in working hours, including nights, weekends, and holidays, is essential due to the lounge's extensive operating schedule. The position offers a competitive hourly wage with bonus potential and comprehensive benefits, emphasizing the company's commitment to employee well-being and professional growth.

• Minimum of 1-year recent experience servicing premium customers
• Exceptional communication skills
• Ability to listen and respond to customer needs
• Must exhibit professionalism and a positive attitude
• Ability to collaborate in a fast-paced team environment
• Ability to make quick and effective decisions under pressure
• Resourceful and capable of using the internet for customer assistance
• Proficient in multiple technology platforms
• Adaptable to changing environments
• Flexible to work nights, weekends, and holidays
• Able to perform light to moderate lifting