Member Concierge Professional, Centurion NY

About the position

As the face of the company, you can create exceptional interactions with our customers every day–from curating a unique lifestyle experience to helping them with their everyday needs. And you can grow and refine your skills through top industry-leading training and ongoing coaching, all while learning what it means to continually set and lead the standard for superior, customer-first service. The Membership Concierge Professional (MCP) is responsible for delivering exceptional service to Card Members visiting Centurion New York. Serving as the face of American Express, you will act as a brand ambassador and work collaboratively with a team to provide an outstanding experience that aligns with our brand promise. A successful Centurion New York MCP will have a passion for delivering extraordinary service to our Centurion Card Members, assisting them with travel, card servicing, concierge requests, and lifestyle services by tailoring our products and services to meet their immediate needs and deepen their relationship with American Express.

Responsibilities

  • Provide superior service to Card Members, ensuring seamless delivery of travel, card servicing, and concierge requests.
  • Strategically recommend personalized products and services based on Card Members' needs.
  • Collaborate with food and beverage lounge partners to accommodate the needs of Card Members.
  • Build strong relationships with Card Members, delivering outstanding customer service in every interaction.
  • Effectively navigate multiple tools and channels to communicate with customers (Microsoft Office such as Outlook and Word and other digital systems and/or applications).
  • Maintain accurate and detailed documentation.
  • Stay updated on Centurion products, benefits, and current offerings.
  • Consistently collaborate with other membership managers and align with portfolio managers to gain deep understanding of assigned portfolios' profile, preferences, history, and expectations.
  • Execute and follow security requirements of the building.
  • Check-in and authenticate guests.
  • Ensure the lounge space is clean and presentable.
  • Greet and assist guests, providing excellent customer service and answering their questions.
  • Lift bags or other objects, as needed.

Requirements

  • Minimum of 5 years of experience in servicing premium customers, such as luxury lifestyle sector or personal assistant, concierge, restaurant, airlines, hotel.
  • Passion for servicing customers with proactive solutions.
  • Excellent communication skills with the ability to delight customers in every interaction.
  • Strong listening skills, allowing you to understand customers' needs and provide confident recommendations that result in high customer satisfaction.
  • Professionalism and a positive attitude in all interactions.
  • Ability to collaborate effectively with colleagues.
  • Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do.
  • Resourcefulness and proficiency in using the Internet while assisting customers face-to-face.
  • Proficiency in utilizing and switching between multiple technology platforms (for example, the Restaurant/Customer Servicing/Microsoft Office systems).
  • Adaptability to an ever-changing environment and resilience.
  • Ability to work flexible shifts, including nights, weekends, and holidays.
  • Ability to perform light to moderate lifting for certain job tasks.
  • Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Benefits

  • 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
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