American Express

Platinum Customer Care Professional Customer Engagement Network American Express: Delivering extraordinary experiences to its customers and employees every day Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our employees, and to the values on which American Express was built: integrity, quality, respect, and community. American Express is one of the most respected (employer) brands around the world. Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards across the globe. So if you're ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express. Global Servicing Network: Where developing relationships is the key to our success Our mission is to give our Card Members and Merchants a level of service that goes above and beyond their expectations every day. We support you professionally and personally, and we have your back to help you thrive. Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by: ?Offering opportunities for professional growth and advancement ?Recognizing and rewarding those who drive and deliver results ?Respecting and valuing diversity, integrity, and teamwork Role & Responsibilities: Help propel your team and its business partners to success Here's just some of what you'll do in this role: ?Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy ?Consult with card members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement and result in measurable value for our card members ?Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales ?Address general and account-specific customer inquiries; provide clear and concise information and updating customer account information, as needed ?Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution ?Meet and exceed performance goals that include, but are not limited to, customer survey results, sales rates, quality goals, compliance regulations and productivity targets Skills and Qualifications: Are you ready for the challenge? / Minimum Requirements: / Proven success in a customer service and consultative sales environment (two years ), with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices Passion for consultative sales, recommending products or solutions tailored to each customer Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations Ability to adapt communication style to a wide variety of personalities and situations Commitment to implementing feedback as a means to achieving individual and team performance goals Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day / System Requirements: / American Express will cover the connection cost and monthly fees for dedicated telephone and Internet service from an American Express approved provider in your area. The requirements are as follows: Dedicated and separate high-speed Internet with at least 25 Mbps download and 5 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed) Dedicated and separate analog landline phone (no VOIP - voice over internet protocol) for training and production calls. (e.g., Magic Jack, Vonage, etc.) Phone modem preferred (vs. a wall jack), where available In the event there is no American Express-approved provider in your area, but there is a provider that can offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections. /Additional Requirements:/ A secure home office free from background noise or other distractions Residence in one of 49 states where we currently hire (excluding Alaska) Flexibility to work in a 24/7 environment (may include night and weekend shifts) High school diploma or equivalent required; bachelor's degree preferred; education benefits available Additional Details: This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ or Sunrise, FL), please review our Careers site for positions located at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time Workplace Flexibility: Full time. Shift flexibility requirements American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations Job Operations Title: Virtual Platinum Customer Care Professional - Home Based Servicing Location: MS-Jackson Requisition ID: 19010831

Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Build the Best Team. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: Create a work environment where employees can stay motivated, engaged, and quickly adapt to new and challenging situations to ensure high performance and customer satisfaction Evaluate your team's performance and create strategies to improve performance Creatively coach your team through progressive behavior-based performance plans Engage your team to lead them through change or any business initiatives which may affect the way they service our Card Members Ensure first-class service delivery is the main priority Support a high-tech, high-touch workforce The ability to work independently and to be resourceful is key while lead evening teams Do you have what it takes to build a career here? A minimum of 3 years direct leadership experience, coaching and developing a team Experience in a service-oriented environment Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand Maintain resilience, composure and remain positive under pressure and changing circumstances at all times Strong consultative coaching skills with ability to confidently motivate and inspire a team Ability to drive and measure business results Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint Good time management and can effectively prioritize team workloads Excellent written and verbal communication skills Preferred experience and qualifications: o Travel or hospitality industry o Call center o Leading virtual teams o Bachelor's degree We service our Card Members 24 hours / 7 days per week. Hours of operation are from 5:00am - 2:30am Local Time Monday - Sunday (7 days a week). These positions will cover our closing shifts, which could go as late as 2:30am PT. Candidates who reside in the Pacific and Mountain Time zones and/or those who desire 3rd shift hours in their local time zone are needed. Work at Home Requirements: Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date. American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees. Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted). Dedicated analog landline phone (no VOIP) is required. Phone modem (vs. a wall jack) preferred where available. Additional Requirements: A secure home office, located at your confirmed address of residence, free from background noise or other distractions Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California). If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ or Sunrise, FL), you may be required to work in the Service Center. #LI-JR1 Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.? We provide experiences to become a great leader , a world of opportunities to grow your career , and an inclusive culture to help you thrive . Because the best way to back our customers is to back our people. The powerful backing of American Express.? 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. Job Travel Title: Virtual Team Leader (3rd shift), Travel & Lifestyle Services Location: PA-Harrisburg Requisition ID: 19005720

Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Build the Best Team. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: Create a work environment where employees can stay motivated, engaged, and quickly adapt to new and challenging situations to ensure high performance and customer satisfaction Evaluate your team's performance and create strategies to improve performance Creatively coach your team through progressive behavior-based performance plans Engage your team to lead them through change or any business initiatives which may affect the way they service our Card Members Ensure first-class service delivery is the main priority Support a high-tech, high-touch workforce The ability to work independently and to be resourceful is key while lead evening teams Do you have what it takes to build a career here? A minimum of 3 years direct leadership experience, coaching and developing a team Experience in a service-oriented environment Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand Maintain resilience, composure and remain positive under pressure and changing circumstances at all times Strong consultative coaching skills with ability to confidently motivate and inspire a team Ability to drive and measure business results Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint Good time management and can effectively prioritize team workloads Excellent written and verbal communication skills Preferred experience and qualifications: o Travel or hospitality industry o Call center o Leading virtual teams o Bachelor's degree We service our Card Members 24 hours / 7 days per week. Hours of operation are from 5:00am - 2:30am Local Time Monday - Sunday (7 days a week). These positions will cover our closing shifts, which could go as late as 2:30am PT. Candidates who reside in the Pacific and Mountain Time zones and/or those who desire 3rd shift hours in their local time zone are needed. Work at Home Requirements: Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date. American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees. Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted). Dedicated analog landline phone (no VOIP) is required. Phone modem (vs. a wall jack) preferred where available. Additional Requirements: A secure home office, located at your confirmed address of residence, free from background noise or other distractions Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California). If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ or Sunrise, FL), you may be required to work in the Service Center. #LI-JR1 Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.? We provide experiences to become a great leader , a world of opportunities to grow your career , and an inclusive culture to help you thrive . Because the best way to back our customers is to back our people. The powerful backing of American Express.? 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. Job Travel Title: Virtual Team Leader (3rd shift), Travel & Lifestyle Services Location: NC-Raleigh Requisition ID: 19005720

Know the way forward. Show the way forward. Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. Build the Best Team. Create future leaders. If there's a way to give our customers what they want, you'll find it. And that means knowing how to: Create a work environment where employees can stay motivated, engaged, and quickly adapt to new and challenging situations to ensure high performance and customer satisfaction Evaluate your team's performance and create strategies to improve performance Creatively coach your team through progressive behavior-based performance plans Engage your team to lead them through change or any business initiatives which may affect the way they service our Card Members Ensure first-class service delivery is the main priority Support a high-tech, high-touch workforce Do you have what it takes to build a career here? A minimum of 3 years direct leadership experience, coaching and developing a team Experience in a service-oriented environment Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand Maintain resilience, composure and remain positive under pressure and changing circumstances at all times Strong consultative coaching skills with ability to confidently motivate and inspire a team Ability to drive and measure business results Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint Good time management and can effectively prioritize team workloads Excellent written and verbal communication skills Preferred experience and qualifications: o Travel or hospitality industry o Call center o Leading virtual teams o Bachelor's degreeWe service our Card Members 24 hours / 7 days per week. Hours of operation are from 5:00am - 2:30am Local Time Monday - Sunday (7 days a week). Although these positions are open virtually, candidates who reside in the Pacific and Mountain Time zones and/or those who desire 2nd shift hours in their local time zone are preferred. Work at Home Requirements: Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date. American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees. Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted). Dedicated analog landline phone (no VOIP) is required. Phone modem (vs. a wall jack) preferred where available. Additional Requirements: A secure home office, located at your confirmed address of residence, free from background noise or other distractions Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California). If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ or Sunrise, FL), you may be required to work in the Service Center. #LI-JR1 Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.? We provide experiences to become a great leader , a world of opportunities to grow your career , and an inclusive culture to help you thrive . Because the best way to back our customers is to back our people. The powerful backing of American Express.? 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. Job Travel Title: Virtual Team Leader (2nd shift) - Travel & Lifestyle Services Location: AL-Montgomery Requisition ID: 19005722

*Know the way forward.* *Show the way forward.* Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of dedicated Travel Consultants who provide leisure travel services to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of American Express Card Members and reaching our business goals with outstanding results. *Build the Best Team.* *Create future leaders.* If there's a way to give our customers what they want, you'll find it. And that means knowing how to: * Create a work environment where employees can stay motivated, engaged, and quickly adapt to new and challenging situations to ensure high performance and customer satisfaction * Evaluate your team's performance and create strategies to improve performance * Creatively coach your team through progressive behavior-based performance plans * Engage your team to lead them through change or any business initiatives which may affect the way they service our Card Members * Ensure first-class service delivery is the main priority * Support a high-tech, high-touch workforce *Do you have what it takes to build a career here?* * A minimum of 3 years direct leadership experience, coaching and developing a team * Experience in a service-oriented environment * Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand * Maintain resilience, composure and remain positive under pressure and changing circumstances at all times * Strong consultative coaching skills with ability to confidently motivate and inspire a team * Ability to drive and measure business results * Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint * Good time management and can effectively prioritize team workloads * Excellent written and verbal communication skills * Preferred experience and qualifications: o Travel or hospitality industry o Call center o Leading virtual teams o Bachelor's degree We service our Card Members 24 hours / 7 days per week. Hours of operation are from 5:00am - 2:30am Local Time Monday - Sunday (7 days a week). Although these positions are open virtually, candidates who reside in the Pacific and Mountain Time zones and/or those who desire 2nd shift hours in their local time zone are preferred. *Work at Home Requirements:* * Through our Bring Your Own Internet (BYOI) Program, you will be required to locate a phone and internet service provider who meets our connectivity requirements and arrange connections in advance of your class start date. * American Express will provide BYOI participants a monthly allowance to help offset costs of phone and internet services. In addition, you would receive an additional one-time allowance to offset installation fees. * Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted). * Dedicated analog landline phone (no VOIP) is required. Phone modem (vs. a wall jack) preferred where available. *Additional Requirements:* * A secure home office, located at your confirmed address of residence, free from background noise or other distractions * Candidates must resided in one of 48 states where we currently hire (all U.S. states, with the exception of Alaska and California). If you live within 35 miles of one of our TLS Service Centers (Phoenix, AZ or Sunrise, FL), you may be required to work in the Service Center. #LI-JR1 *Why American Express?* What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours.? We provide experiences to*become a great leader*, a world of opportunities to*grow your career*, and an inclusive culture to*help you thrive*. Because the best way to back our customers is to back our people.*The powerful backing of American Express.?* 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. **Job** *Travel* **Title:** *Virtual Team Leader (2nd shift) - Travel & Lifestyle Services* **Location:** *ND-Bismarck* **Requisition ID:** *19005722*

Platinum Customer Care Professional Customer Engagement Network American Express: Delivering extraordinary experiences to its customers and employees every day Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our employees, and to the values on which American Express was built: integrity, quality, respect, and community. American Express is one of the most respected (employer) brands around the world. Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards across the globe. So if you're ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express. Global Servicing Network: Where developing relationships is the key to our success Our mission is to give our Card Members and Merchants a level of service that goes above and beyond their expectations every day. We support you professionally and personally, and we have your back to help you thrive. Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by: ?Offering opportunities for professional growth and advancement ?Recognizing and rewarding those who drive and deliver results ?Respecting and valuing diversity, integrity, and teamwork Role & Responsibilities: Help propel your team and its business partners to success Here's just some of what you'll do in this role: ?Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy ?Consult with card members to understand their needs and tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement and result in measurable value for our card members ?Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections and closing sales ?Address general and account-specific customer inquiries; provide clear and concise information and updating customer account information, as needed ?Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution ?Meet and exceed performance goals that include, but are not limited to, customer survey results, sales rates, quality goals, compliance regulations and productivity targets Skills and Qualifications: Are you ready for the challenge? / Minimum Requirements: / * Proven success in a customer service and consultative sales environment (two years ), with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication * Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices * Passion for consultative sales, recommending products or solutions tailored to each customer * Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations * Ability to adapt communication style to a wide variety of personalities and situations * Commitment to implementing feedback as a means to achieving individual and team performance goals * Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy * Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day / System Requirements: / American Express will cover the connection cost and monthly fees for dedicated telephone and Internet service from an American Express approved provider in your area. The requirements are as follows: * Dedicated and separate high-speed Internet with at least 25 Mbps download and 5 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed) * Dedicated and separate analog landline phone (no VOIP - voice over internet protocol) for training and production calls. (e.g., Magic Jack, Vonage, etc.) Phone modem preferred (vs. a wall jack), where available In the event there is no American Express-approved provider in your area, but there is a provider that can offers the appropriate cable or DSL connections, American Express would also make available a one-time reimbursement of up to $100 for any set up fees you incur with your provider. You would also receive a monthly allowance on the first paycheck of each month to help cover the costs of these services. You will be required to locate a provider who meets our connectivity requirements and arrange connections. /Additional Requirements:/ * A secure home office free from background noise or other distractions * Residence in one of 49 states where we currently hire (excluding Alaska) * Flexibility to work in a 24/7 environment (may include night and weekend shifts) * High school diploma or equivalent required; bachelor's degree preferred; education benefits available Additional Details: * This is a virtual, work from home position. If you live within 35 miles of one of our service centers (Phoenix, AZ or Sunrise, FL), please review our Careers site for positions located at one of these centers. Current American Express employees are not eligible to move from an onsite position to a Home Based position at this time * Workplace Flexibility: Full time. Shift flexibility requirements * American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives * Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations **Job** *Operations* **Title:** *Virtual Platinum Customer Care Professional - Home Based Servicing* **Location:** *AK-Juneau* **Requisition ID:** *19010831*

Our Card Members expect the best - they want personalized, VIP service, and they want it delivered consistently. At American Express we want to provide the ultimate experience in service - meeting the unique needs of our members and exceeding their expectations in every interaction. Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results. This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels. Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence. This position operates in a 24/7 environment, including working in shifts and on weekends. Ongoing flexibility is required. Responsibilities: * Motivate, Collaborate and Inspire * Deliver tailored, inspirational and effective coaching to CCPs * Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions * Provide second-level customer support through taking escalated calls * Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance * Encourage team members to own first resolution of service issues and provide the necessary coaching * Ensure adequate staffing levels to maintain service levels and employee satisfaction * Participate in the selection, training and development of high performing and highly engaged team members * Lead and maintain employee satisfaction and engagement by using reward and recognition tools available * Inspire and motivate team members to have a passion to serve * Create an environment in which the employee feels their contribution is valued in extraordinary customer service * Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment * Challenge your team to 'raise the bar' and drive continuous improvement * Build talent pipeline by identifying staff with high potential for succession planning and coaching * Follow up on requests by leader, peers and direct reports consistently * Encourage risk-taking and empowerment within the agreed process and standards to address customer needs * Analyze, Communicate and Innovate * Analyze metrics and quickly resolve any issues that could affect achievement of service levels * Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, Sales Point Rate, Average Call Handling Time, Profitability, Schedule Adherence, etc. * Monitor customer servicing calls, and identify opportunities to ensure flawless servicing * Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services * Ensure Compliance for all processes and policies * Analyze skills and abilities to identify individual strengths and opportunities to develop action plans * Plan and prepare for daily coaching activities to develop and motivate individuals * Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers * Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role * Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges * Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care *Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.* * A natural and inspirational coach - a proven motivator of people * A passion for, and experience in, the delivery of premium customer service * Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly * Demonstrated superior communication/interpersonal skills * Effective mediator * Creative and dynamic thinker * Flexible * Proven ability to drive improvements in team performance * Proficient in Microsoft applications such as Word and Excel * People leadership experience * Experience in a Contact Center environment; virtual CEN experience preferred **Job** *Operations* **Title:** *Team Leader - Home Based Servicing* **Location:** *OH-Columbus* **Requisition ID:** *19009740*

Our Card Members expect the best - they want personalized, VIP service, and they want it delivered consistently. At American Express we want to provide the ultimate experience in service - meeting the unique needs of our members and exceeding their expectations in every interaction.Our successful Team Leader has a passion for delivering extraordinary service and demonstrated leadership ability to inspire their team to drive exceptional business results.This exciting Team Leader role is the coach to a team of highly skilled and motivated Customer Care Professionals (CCPs). As an inspiring coach, the Team Leader will set team and individual performance goals and use performance metrics and reporting to drive performance and business results. They will monitor customer interactions to ensure extraordinary service and will provide consistent and ongoing coaching and feedback to ensure their teams are performing at their highest levels.Our Team Leader is an entrepreneur who is an advocate and supporter for both their employees and their customers. They thrive in ambiguity and constantly strive for continuous improvement. They are intellectually curious, constantly seeking information about their team, the business, the industry, and they share a passion for growth and knowledge with their teams and peers. The Team Leader is responsible and accountable for delivering Operation Effectiveness and Excellence.This position operates in a 24/7 environment, including working in shifts and on weekends. Ongoing flexibility is required. Responsibilities: Motivate, Collaborate and Inspire Deliver tailored, inspirational and effective coaching to CCPs Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions Provide second-level customer support through taking escalated calls Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance Encourage team members to own first resolution of service issues and provide the necessary coaching Ensure adequate staffing levels to maintain service levels and employee satisfaction Participate in the selection, training and development of high performing and highly engaged team members Lead and maintain employee satisfaction and engagement by using reward and recognition tools available Inspire and motivate team members to have a passion to serve Create an environment in which the employee feels their contribution is valued in extraordinary customer service Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment Challenge your team to 'raise the bar' and drive continuous improvement Build talent pipeline by identifying staff with high potential for succession planning and coaching Follow up on requests by leader, peers and direct reports consistently Encourage risk-taking and empowerment within the agreed process and standards to address customer needs Analyze, Communicate and Innovate Analyze metrics and quickly resolve any issues that could affect achievement of service levels Analyze performance management data, identifying opportunities to further drive Overall Customer Satisfaction, Service Levels, Sales Point Rate, Average Call Handling Time, Profitability, Schedule Adherence, etc. Monitor customer servicing calls, and identify opportunities to ensure flawless servicing Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services Ensure Compliance for all processes and policies Analyze skills and abilities to identify individual strengths and opportunities to develop action plans Plan and prepare for daily coaching activities to develop and motivate individuals Continually develop skills required for Team Leader effectiveness, and seek opportunities to learn from peers Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges Use communication and role modeling to ensure all team members understand clearly what behaviors are required to provide extraordinary customer care Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. A natural and inspirational coach - a proven motivator of people A passion for, and experience in, the delivery of premium customer service Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly Demonstrated superior communication/interpersonal skills Effective mediator Creative and dynamic thinker Flexible Proven ability to drive improvements in team performance Proficient in Microsoft applications such as Word and Excel People leadership experience Experience in a Contact Center environment; virtual CEN experience preferred Job Operations Title: Team Leader - Home Based Servicing Location: ME-Augusta Requisition ID: 19009740