Introduction to American Express
American Express is a global services company that empowers customers to achieve their goals through innovative financial solutions, world-class customer service, and a commitment to backing our customers, communities, and each other. As a leader in the financial industry, we strive to create a culture of innovation, teamwork, and exceptional customer experience. Our company values of integrity, trust, and customer-centricity guide everything we do, from developing new products and services to fostering a work environment where everyone feels seen, heard, and valued.
Job Overview
We are seeking an experienced and skilled Customer Care Professional to join our team as a Hybrid Customer Care Professional - Small Business Sales and Service Expert. This is a full-time remote position that offers a unique opportunity to work with small business owners and decision-makers, providing exceptional customer care and sales support. As a key member of our team, you will be responsible for servicing inbound calls, consulting with customers, and recommending American Express Small Business Services products that meet their needs.
Key Responsibilities
- Service inbound calls while engaging and consulting with small business owners and decision-makers to understand their needs and recommend the right American Express SBS products
- Deliver high levels of product and service knowledge to clearly communicate appropriate product features, benefits, and other elements of American Express Small Business Services
- Continuously improve on key selling skills, including building rapport, understanding customer needs, handling objections, and closing sales
- Provide extraordinary customer care by responding to questions concerning accounts in a fast-paced, structured customer care environment
- Document necessary account information according to established policies and procedures
- Adhere to all Regulatory and Compliance guidelines related to servicing and sales practices, demonstrating integrity and a commitment to ethical business practices
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Customer service experience (two years+) with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and strong written and verbal communication
- Proven success in a customer service and sales environment (two years+), with a track record of meeting or exceeding sales targets and delivering exceptional customer experiences
- Ability to work in a fast-paced metric-driven environment with proficient multitasking and navigation in a web-based environment
- High school diploma or equivalent required, with education benefits available to support your ongoing learning and development
- Availability to work a variety of shifts, including evenings and weekends, to support our 24/7 customer service operations
Preferred Qualifications
While not required, the following preferred qualifications will be considered an asset:
- Experience owning or working in a small business, with a deep understanding of the challenges and opportunities faced by small business owners
- Previous experience working in a hybrid or remote work environment, with a proven ability to work independently and as part of a virtual team
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Exceptional communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike
- Strong problem-solving and analytical skills, with the ability to navigate complex customer issues and develop effective solutions
- Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability
- Strong technical skills, with proficiency in web-based applications and software
- Commitment to ongoing learning and development, with a desire to continuously improve your skills and knowledge
Career Growth Opportunities
At American Express, we are committed to supporting the career growth and development of our colleagues. As a Customer Care Professional, you will have access to a range of training and development opportunities, including:
- Industry-leading training programs, designed to help you develop the skills and knowledge you need to succeed in your role
- Ongoing coaching and feedback, to support your ongoing growth and development
- Opportunities for advancement, with a clear path for career progression and advancement within the company
Work Environment and Company Culture
At American Express, we are proud of our unique and inclusive company culture, which values diversity, equity, and inclusion. As a colleague, you will be part of a global and diverse community of professionals who are committed to backing our customers, communities, and each other. Our work environment is fast-paced and dynamic, with a focus on collaboration, innovation, and exceptional customer service.
Compensation, Perks, and Benefits
We offer a competitive salary range of $20.00 to $21.65 hourly, plus bonus and benefits. Our benefits package includes:
- Competitive base salaries, with opportunities for bonus and incentive pay
- Comprehensive medical, dental, vision, life insurance, and disability benefits, to support your physical and financial well-being
- 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
Conclusion
If you are a motivated and customer-focused professional, with a passion for delivering exceptional customer experiences and driving sales growth, we encourage you to apply for this exciting opportunity. As a Customer Care Professional - Small Business Sales and Service Expert, you will be part of a dynamic and supportive team, with access to ongoing training and development opportunities, a competitive salary and benefits package, and a unique and inclusive company culture. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now and let's lead the way together!
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