Member Service Professional (MSP)

Job Description

About the Job

At American Express, our culture is built on a 175-year history of innovation, shared values, and Leadership Behaviors, with an unwavering commitment to back our customers, communities, and colleagues. We deliver differentiated products and world-class customer service while operating with a strong risk mindset, ensuring we uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll receive powerful backing through comprehensive support for your holistic well-being and numerous opportunities to learn new skills, develop as a leader, and grow your career. Your voice and ideas matter here, your work makes an impact, and together, you will help us define the future of American Express.

Job Description: Member Service Professional (MSP)

The Member Service Professional (MSP) plays a crucial role in delivering superior service to Card Members visiting the American Express Centurion Lounge, located in the San Francisco Airport. MSPs are the face of American Express, acting as brand ambassadors who excite customers and deliver on the brand promise. Working as a cohesive team, a successful MSP will have a passion for providing extraordinary service in a customer-facing environment to our best Card Members. Our highly skilled and motivated MSPs offer travel, card, concierge, and lifestyle services, acting as consultants to tailor products and services to Card Members’ immediate needs, deepening their relationship with American Express.

Our mission is to become essential to our Card Members by providing differentiated products and services, making Membership come to life every day. MSPs achieve this by:

• Welcoming and providing access to Card Members upon arrival at reception.
• Being accountable and taking ownership of the customer’s experience from beginning to end.
• Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty, ultimately making loyal enthusiasts out of customers.
• Employing the “Customer First” philosophy in meeting customers’ needs and expectations.
• Providing concierge and lifestyle recommendations.
• Offering travel consultation and minimal reservation assistance.
• Accommodating Card Members’ needs by partnering with food and beverage lounge partners.

Lounge Hours of Operation: 05:00 AM – 11:00 PM Daily. Hours are subject to change due to business need.

Qualifications:

A successful candidate will possess the following qualifications:

• Minimum of 1 year recent experience servicing premium customers.
• Airline, lounge, or travel industry experience required, including reservation experience.
• Passion for servicing customers with proactive solutions.
• Exceptional communication skills, delighting the customer with every single interaction.
• The ability to listen to the customer’s needs, offering confident recommendations that result in high customer satisfaction.
• Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.
• The ability to rely on and collaborate with colleagues is essential, as the lounge is a very active, fast-paced, team environment.
• Ability to make quick and effective decisions when unanticipated situations arise, always prioritizing the Card Members’ experience.
• Must be resourceful and capable of using the Internet effectively while providing assistance in a face-to-face customer environment.
• Ability to utilize and switch between multiple technology platforms with ease.
• Adaptability to an ever-changing environment and resilience.
• Ability to work flexible shifts including nights, weekends, and holidays is essential.
• Light to moderate lifting may be required for certain job tasks.

Salary & Benefits:

Salary Range: $20.00 to $28.00 hourly + bonus + benefits.

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

American Express backs you with benefits that support your holistic well-being so you can be and deliver your best. This includes caring for your and your loved ones’ physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 (Amex Flex).
• 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.

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

Diversity & Inclusion:

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days), or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.