Member Service Professional (MSP)

Job Description

Member Service Professional (MSP) | American Express

The Tone:
This is a full-time role at American Express, located in the Centurion Lounge at San Francisco Airport. American Express builds upon a 175-year history of innovation, shared values, and strong leadership, with a consistent commitment to supporting its customers, communities, and colleagues. The company delivers differentiated products and world-class customer service while maintaining a strong risk mindset to uphold its brand promise of trust, security, and service. This role is crucial as Member Service Professionals are the primary representatives of American Express, acting as brand ambassadors who excite customers and ensure the brand promise is delivered in a face-to-face environment. They deepen relationships with Card Members by providing extraordinary service and tailored solutions.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: San Francisco, CA (In-person)
• Pay: $20–$28 hourly
• Mission: Become essential to our Card Members by providing differentiated products and services, making Membership come to life every day.

What You’ll Actually Do
• Reception: Welcome Card Members upon arrival at the Centurion Lounge and facilitate their access.
• Ownership: Take full accountability and ownership of the customer’s lounge experience from entry to exit.
• Resolution: Create innovative solutions for customers’ issues or concerns to build lasting brand loyalty and turn them into loyal enthusiasts.
• Consultation: Offer personalized concierge and lifestyle recommendations, along with travel consultation and minimal reservation assistance.
• Collaboration: Accommodate Card Members’ needs by partnering effectively with food and beverage lounge teams.

The Must-Haves
• Background: Experience providing service to premium customers, specifically within the airline, lounge, or broader travel industry, including reservation experience.
• Experience: Minimum of 1 year of recent experience servicing premium customers.
• Skills:
• Exceptional communication skills, ensuring delightful customer interactions.
• Ability to actively listen to customer needs and confidently recommend tailored solutions that lead to high satisfaction.
• Utmost professionalism and a consistently positive attitude in all interactions.
• Strong collaborative skills to work effectively within an active, team environment.
• Resourcefulness and proficiency in using the Internet to provide assistance in a face-to-face setting, coupled with the ability to easily navigate multiple technology platforms.
• Adaptability to changing environments and demonstrated resilience in managing various situations.