Customer Experience Concierge Centurion Lounge - DFW

About the position
The Member Service Professional (MSP) at the American Express Centurion Lounge in DFW Airport is responsible for delivering exceptional service to Card Members. This role acts as the face of American Express, providing concierge and lifestyle services while ensuring a superior customer experience. MSPs are expected to create innovative solutions to customer issues, maintain a high level of professionalism, and work collaboratively in a fast-paced environment.
Responsibilities
• Welcome and provide access to Card Members upon arrival at reception.
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• Take ownership of the customer's experience from beginning to end.
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• Create innovative ways to resolve customers' issues or concerns to win their brand loyalty.
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• Employ the Customer First philosophy in meeting customers' needs and expectations.
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• Provide concierge and lifestyle recommendations.
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• Offer travel consultation and minimal reservation assistance.
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• Accommodate the needs of Card Members by partnering with food and beverage lounge partners.
Requirements
• Minimum of 1 year recent experience servicing premium customers.
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• Airline, lounge or travel industry experience required, including reservation experience.
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• Passion for servicing customers with proactive solutions.
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• Exceptional communication skills, delighting the customer with every interaction.
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• Ability to listen to the customer's needs and offer confident recommendations.
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• Exhibit professionalism and maintain a positive attitude in all interactions.
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• Ability to collaborate with colleagues in a fast-paced team environment.
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• Make quick and effective decisions in unanticipated situations.
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• Resourceful and capable of using the Internet effectively in a customer environment.
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• Ability to utilize and switch from multiple technology platforms with ease.
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• Adapt to an ever-changing environment and be resilient.
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• Ability to work flexible shifts including nights, weekends, and holidays.
Nice-to-haves
• Light to moderate lifting may be required for certain job tasks.
Benefits
• Competitive base salaries
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• Bonus incentives
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• 6% Company Match on retirement savings plan
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• Free financial coaching and financial well-being support
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• Comprehensive medical, dental, vision, life insurance, and disability benefits
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• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
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• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
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• Free and confidential counseling support through our Healthy Minds program
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• Career development and training opportunities

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