Team Manager Job in Jacksonville 28540, North Carolina US
About the Job
Responsible for consistent, professional and tactful handling and disposition of inbound customer service calls associated with American Express Membership Rewards Card members. Must demonstrate a passion to serve, an aptitude for building rapport, ability to engage card members through a genuine connection with a human touch approach, solve problems and overcome objections in a consultative manner which encourages future spending and promotes AMEX's Best-in-World service goal.
This position will provide a full range of superior, proactive customer service, consultative sales and relationship management to American Express Card members. The Membership Rewards Customer Service Representatives will:
§ Handle inbound calls from Card members enrolled in the Membership Rewards program and recommend additional products and services when appropriate in a manner which conveys empathy and compassion for the needs of others
§ Resolve Card member inquiries at the first point of contact, whenever possible
§ Evaluate each account using supporting technology
§ Educate Card members on products or services that will enhance and grow the relationship with American Express and increase the company’s profitability
- High School Diploma or equivalent experience
- College preferred
- 1-2 years customer service experience – telephone experience strongly preferred
- Ability to handle high call volumes and make sound business decisions
- Knowledge of telephone sales techniques is preferred
- Ability to remain highly motivated in a fast-paced service and sales environment
- Analytical thinker and problem solver
- PC proficiency required
- Attention to detail and quality-oriented
- Highly energetic with motivation to assist Card members and other team members
- Multi-task oriented
- Excellent listening and interpersonal skills
- Confident, approachable and positive attitude which impacts their co-workers and card members
- Adaptive to change
- Excellent oral and written communication skills
- Ability to lead a conversation
- Resilient personality and takes accountability for ensuring their own success by actively seeking input on performance
- Demonstrate personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
- Flexibility in work schedules as business needs change
Responsibilities:
- Gain extensive knowledge of the Membership Rewards Program, card products, fee services and American Express procedures
- Handle large call volumes knowledgeably, providing excellent service to each caller
- Utilize good logic skills to resolve Card member inquiries and make quick decisions
- Recognize and apply a “human touch” to each Card member’s experience
- Develop strong rapport throughout each call
- Capture information and enter data into computer in a timely manner
- Through effective listening, understand and make appropriate determination of Card members’ service needs
- Develop and create recommendations and solutions to enhance each Card member’s experience
- Follow-through on all commitments to Card members
- Redirect calls when appropriate
- Maintain acceptable performance standards on all program metrics
