Apprentice, Customer Support (Voice)

About the Role

At American Express, you will utilize your skills and passion for customer service to help propel your team and its business partners to success.

Key Responsibilities

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them.
• Reinforce the benefits of card membership and acknowledge Card Member tenure.
• Add value for customers through relevant recommendations of product offers/benefit enrollments to deepen customer engagement and loyalty.
• Utilize service-oriented personality to develop key selling skills to optimize and solidify customer relationships and brand loyalty.
• Address general and account-specific customer inquiries (e.g., statement inquiries, card replacement, payments, rewards redemption).
• Update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs to maintain first point of contact resolution.
• Meet and exceed performance goals including sales rates, quality goals, compliance regulations, productivity targets, and customer performance metrics.

Requirements & Tech Stack

• Strong interpersonal skills with attention to detail and accuracy.
• Willingness and openness to learning and feedback.
• Adaptability to new tasks and challenges.
• Solution-centric mindset with strong critical thinking.
• Strong written and communication skills with a natural ability to have authentic and effective conversations.
• Resilience to efficiently manage a steady stream of customer calls while balancing performance to meet a variety of metrics.
• Ability to remain calm, positive, and professional through change and stressful situations.
• Ability to showcase humility, care, and appreciation through emotional acknowledgement of customer queries/situations.
• Integrity to manage sensitive Card Member information and adhere to all regulatory and compliance guidelines.
• Driven to please by providing the ultimate experience for Card Members on every interaction.
• Flexibility to work anytime in US hours, including weekends.
• Hybrid Environment: On-site expectation 3 days/week.
• Workplace Flexibility: Full time.
• Shift flexibility requirements.
• Full-time position.

Qualifications

• Bachelors degree.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Preferred: Ability to adapt communication style to a wide variety of personalities and situations.
• Preferred: Ability to take ownership and responsibility for each call, from beginning to end.
• Preferred: Proficiency in basic computer applications (e.g., Microsoft Office Suite).
• Preferred: Basic technical knowledge to help multi-task and navigate through multiple computer systems and applications simultaneously, with speed and accuracy.
• Preferred: Ability to work effectively in a team environment.
• Preferred: Timeliness and reliability with the ability to operate with strong integrity and code of conduct.