Posted Mar 13
American Express

Virtual Travel Counselor - Travel and Lifestyle Servicing - 2nd shift

American Express
United States of America Full Time

Since we first entered the travel business in 1915, our Travel Network has grown to become one of the world’s largest travel networks. But more than our size, we pride ourselves on our philosophy. At American Express, we don’t just help our Card Members travel the world—we help them truly experience it.

As a Virtual Travel Counselor within American Express Travel, you will provide leisure travel services to the most affluent Card Members. You will work in a virtual environment that is aligned with our service centers taking incoming calls from Card Members, providing knowledgeable and consultative service based on your own experiences and expert knowledge of the travel industry. Using effective questioning and rapport building, you will be able to make personalized recommendations and bookings through your understanding of the products and benefits available that match the Card Members’ requirements. American Express fosters a goal-oriented environment, where you will be frequently coached as our commitment to help you develop world-class consultative skills. We want extraordinary Travel Counselors who can surpass our Card Members’ expectations by creating travel experiences of a lifetime.

As a Travel Counselor, you will be responsible for:
creating memorable travel experiences for our Card Members by booking travel with a key focus in domestic and international destination air, car and hotel travel arrangements

being accountable and taking ownership of the Card Members’ experience from beginning to end

staying ahead of industry trends and continuously building destination knowledge

creating innovative ways to resolve Card Members’ issues or concerns to win their loyalty and travel spend; ultimately making loyal enthusiast out of the customer, so they will recommend American Express Travel to others

We service our Card Members 24 hours / 7 days per week.

This class is 2nd shift. Schedules will start after 12:00pm Local Time.

If you live within 35 miles of one of our TLS Service Centers (Lawrenceville, GA; Phoenix, AZ; or Sunrise, FL), you will be required to work in the Service Center.
If you know what it takes to provide a true ‘luxury’ experience, this may be the role for you.

  • Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.* Qualifications
A successful applicant will have the following qualifications:

A minimum of 2 years recent experience selling domestic and international travel is required.

Strong international air and hotel booking experience is required

Car booking is highly preferred.

Extensive domestic and international destination knowledge, including knowledge of emerging destinations.

Reservation system / point of sale tool experience is required.

Sales experience and effective consultative skills will be key, to confidently recommend and cross-sell relevant products and services.

The customer experience is our top focus, so it is required to have extraordinary customer service skills, to provide excellent service to our customers.

Verbal communication skills are essential as the customer interaction will mainly be on the phone, but strong written skills via e-mail is also very important.

Previous call center experience is preferred.

Time management skills are a must, with the ability to multi-tasking and re-prioritizing workload regularly to meet deadlines.

Must have a can do attitude, curiosity and a healthy competitiveness

Willingness to accept frequent feedback and openness to incorporate changes in service style

Ability to work flexible shifts including nights and weekends is essential.

The following are some of the requirements of the Work at Home Program. By applying for this position you are confirming and agreeing that your home will comply with the following.

Although this position is considered Work at Home, the candidate must reside within the 48 contiguous states, plus Hawaii.

You may need to provide American Express or their representative’s access to your home to conduct an audit of your work space for WAH compliance standards.

All electrical equipment is free of recognized hazards that would cause physical harm (frayed wires, bare conductors, loose wires, flexible wires running through walls, exposed wires to the ceiling).

Your home's electrical system will permit the grounding of electrical equipment. Use 3 wire circuit analyzer provided to test all outlets that will be used for the home office.

Adequate room for a home office. You may need to provide specific details including size and location of room.

American Express will install high-speed internet access and land-based telephone access at your residence, through service providers that are approved by American Express. Internet service must be DSL or Cable (no wireless or satellite ISPs allowed), with at least 10 Mbps download and 1 Mbps upload speeds is required. Business class service preferred where available. High speed internet and phone lines will be dedicated lines that will be used exclusively for business use, and will be separate from any personal phone/data services. Applicant’s homes must be compatible to work in conjunction with American Express technological processes.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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