Job Summary:

American Express is seeking a dedicated and motivated Remote Customer Support Representative to join our team. In this position, you will provide outstanding customer service to American Express cardholders and help resolve any issues or concerns they may have. As a key member of our support team, you will have the opportunity to assist customers with various inquiries, ensuring their experience with American Express is seamless and positive. This is a fully remote position, offering flexibility and the chance to work from the comfort of your home.

Key Responsibilities:

• Handle inbound customer calls, addressing inquiries, and resolving issues with professionalism and empathy.
• Provide support for a wide range of topics, including account inquiries, transaction questions, and credit card benefits.
• Assist customers in navigating their American Express accounts, both online and through mobile apps.
• Troubleshoot and resolve customer issues promptly and accurately, ensuring customer satisfaction.
• Collaborate with team members and management to continuously improve service quality.
• Maintain detailed records of customer interactions, ensuring all information is accurately logged in the system.
• Stay updated on product offerings, promotions, and policies to provide accurate information to customers.
• Meet and exceed key performance metrics, including response time, resolution time, and customer satisfaction scores.

Required Skills and Qualifications:

• High school diploma or equivalent; some college education preferred.
• Strong communication skills, both verbal and written.
• Excellent listening skills and the ability to remain patient and calm under pressure.
• Ability to multitask in a fast-paced environment and handle customer inquiries with efficiency.
• Comfortable using computer systems, including CRM platforms and email communication tools.
• Problem-solving skills and attention to detail.
• Ability to work independently and as part of a virtual team.
• A positive attitude with a passion for providing exceptional customer service.

Experience:

• Previous experience in customer service, call centers, or related fields is preferred.
• Experience with financial products or services is a plus but not required.
• Prior remote work experience is beneficial, but not mandatory.

Working Hours:

• Full-time position with flexible working hours.
• Must be available to work in shifts, including evenings, weekends, and holidays as required by business needs.
• The role is remote, offering the convenience of working from home.

Knowledge, Skills, and Abilities:

• Customer-Centric Mindset: A passion for delivering exceptional service and maintaining customer satisfaction.
• Adaptability: Ability to quickly learn and adapt to new systems, tools, and processes.
• Tech-Savvy: Comfortable working with various digital platforms and tools for customer communication.
• Problem-Solving: Able to assess and resolve customer issues with a positive and solutions-driven approach.
• Teamwork: Strong team player with the ability to collaborate effectively in a remote setting.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance packages.
• Paid time off (PTO) and paid holidays.
• 401(k) plan with company match.
• Employee assistance program (EAP) for well-being and mental health support.
• Access to training and professional development resources to grow your career.
• Flexible work environment with the option to work remotely from anywhere in the U.S.

Why Join American Express:

At American Express, we believe in providing our employees with a supportive work environment that fosters growth and opportunity. We are committed to hiring and retaining the best talent, offering competitive compensation, and prioritizing work-life balance. Joining our team means becoming part of a globally recognized brand known for delivering excellence in customer service and making a positive impact on the lives of our customers.

How to Apply:

To apply for the Remote Customer Support Representative position at American Express, please submit your resume and cover letter through our online application portal. We look forward to reviewing your application and potentially welcoming you to the American Express family!