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Customer Care Professional
Job Details
full-time
Rittenhouse Square, Pennsylvania, United States
American Express
Salary : $17 Hourly
05/21/2025
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Full Job Description
About the Role:
American Express is seeking dedicated Remote Customer Care Professionals to join our service team based out of Philadelphia, Pennsylvania. In this fully remote role, you will provide exceptional service to American Express cardmembers, assisting with account inquiries, billing questions, payment processing, and other service requests. You will work from your home office, using various communication channels to resolve issues efficiently and uphold the high standards of the American Express brand. This is an opportunity to work directly with cardmembers and contribute to their positive experience.
Key Responsibilities:
Qualifications:
What We Offer:
Deliver world-class service from home as a Remote Customer Care Professional for American Express.
American Express is seeking dedicated Remote Customer Care Professionals to join our service team based out of Philadelphia, Pennsylvania. In this fully remote role, you will provide exceptional service to American Express cardmembers, assisting with account inquiries, billing questions, payment processing, and other service requests. You will work from your home office, using various communication channels to resolve issues efficiently and uphold the high standards of the American Express brand. This is an opportunity to work directly with cardmembers and contribute to their positive experience.
Key Responsibilities:
- Respond to cardmember inquiries via phone, chat, or email regarding account status, billing, payments, rewards, and services.
- Provide accurate information and solutions to cardmember issues.
- Process payments, update account information, and perform other service transactions.
- Identify cardmember needs and offer relevant products or services (no hard selling).
- Resolve escalated issues with professionalism and empathy.
- Maintain accurate and detailed records of cardmember interactions.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Maintain a high level of security and confidentiality for cardmember data.
- Meet or exceed performance metrics, such as call handling time, first contact resolution, and customer satisfaction scores.
- Stay updated on American Express products, services, and system changes.
- Participate in virtual training sessions and team meetings.
- Troubleshoot basic technical issues related to remote work setup.
- Maintain a quiet and professional workspace at home.
- Work independently in a remote environment while maintaining productivity.
- Communicate effectively with team members and supervisors.
- Handle a high volume of cardmember contacts.
- Adapt communication style to suit individual cardmembers.
- Manage time effectively to handle interactions and administrative tasks.
- Contribute to a positive team environment even while remote.
- Be proactive in identifying potential cardmember issues.
- Ensure compliance with data privacy regulations (e.g., PCI DSS).
- Document all cardmember interactions accurately.
- Utilize CRM systems and internal tools.
- Verify cardmember identity for security purposes.
- Explain fees, charges, and benefits clearly.
- Assist with online account management issues.
- Provide support for travel-related inquiries if applicable to the team.
- Ensure timely follow-up on outstanding issues.
Qualifications:
- High School Diploma or GED required.
- Minimum of 1-2 years of experience in customer service, call center, or a related role.
- Experience in financial services or banking is a plus.
- Excellent verbal and written communication skills.
- Ability to listen actively and empathize with customers.
- Strong problem-solving and de-escalation skills.
- Ability to work independently and manage time effectively in a remote setting.
- Proficiency in using computers and navigating software applications.
- Stable internet connection and a quiet workspace at home.
- Ability to work flexible hours, including evenings, weekends, or holidays, depending on business needs.
- Experience with CRM systems is a plus.
- Ability to handle sensitive information confidentially.
- Ability to handle a high volume of calls or inquiries.
- Strong organizational skills and attention to detail.
- Ability to maintain composure under pressure.
- Must reside within a commutable distance of Philadelphia, PA for potential training or meetings, even if role is primarily remote.
What We Offer:
- Competitive hourly wage.
- Comprehensive benefits package.
- Opportunity to work remotely from home.
- Training and professional development programs.
- Supportive team environment.
- Equipment may be provided by the company.
Deliver world-class service from home as a Remote Customer Care Professional for American Express.
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Customer Care Professional
American Express
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