Customer Experience – Stay At Home Jobs

Job Type: Customer Experience from home
Location: California work from home
Company: American Express

Position Description:

The Team Leader is an entrepreneur who advocates for and supports their employees as well as their customers. They thrive in ambiguity and are capable of successfully leading their team through change. They are intellectually curious, and their team and peers share a desire for growth and knowledge.

You will be responsible for the following as a Centurion Lounge Team Leader:

• Delighting the customer by providing an accurate and high-quality experience.
• Encouraging a team of MSPs to reach their objectives through exceptional coaching, training, and development, as well as rewarding and recognizing achievements.
• Continuously assessing team performance and giving ongoing coaching and feedback
• Evaluating the skill levels and capabilities of the team and developing development and action plans that are owned and driven by the employees.
• Delivering extraordinary business results by guiding teams to achieve individual and team goals for customers, employees, and shareholders.
• Managing your team to ensure adequate servicing coverage 365 days a year, including acting as an MSP when necessary.
• Interacting with your staff to keep them informed about issues that affect them and their consumers.
• By fostering continual development, they are challenging themselves and their team to “lift the bar.”
• Collaboration with other Airport Benefits Team members to support customer experience enhancements or modifications within the lounge.
• Encourage comments on the lounge check-in tool and digital cardmember experiences.
• Identifying possibilities to improve Centurion Lounge operations and executing creative ideas to grow the business.
• Working together with third-party operator personnel to provide an exceptional customer experience for all Centurion Lounge visitors, and is in charge of the following operations.
• Audit of Service Sanitation Emergency Procedure Training Safety Audit
• Customer Incident Reports Guest Service Training
• Everyday Operations
• Logbook
• Customer Contentment
• Overall Satisfaction is audited by a third party (Guest Survey)
• Participate in promotional in-house events.
• Food and Drink
• Food and beverage options
• Food Innovation Cleanliness/Lounge Upkeep
• Appearance in a Lounge
• Accountability in Janitorial Services
• Cooperate with the facilities management provider to optimize the preventive maintenance program and ensure an effective work order process.
• Retention of Employee Associates
• Responsibility for Overtime
• Accountability and optimization of financial resources
• Lounge for Yearly Budget Input The hours of operation are 5 a.m. to 10 p.m., 7 days a week, 365 days a year. Applicant must be available to work during these hours and days, as well as at other times as needed.

Qualifications:

• Must have 2 years of proactive customer service experience in the travel or hospitality industry (premium servicing a plus).
• 2 years of supervising experience is required.
• Reservation system knowledge is necessary (SABRE preferable).
• Experience in the food and beverage, airline, or lounge industries is strongly preferred.
• Excellent written, oral, and presenting skills
• Capability to drive and measure business outcomes.
• Understanding and implementation of policies, procedures, and programs.
• Excellent analytical and problem-solving abilities
• Detail-oriented, with great organizational and prioritization abilities and the ability to perform well under pressure.
• Service-oriented personality with the capacity to resolve client difficulties and concerns.
• Conflict resolution and management skills.
• It is preferable to have a bachelor’s degree.
• It is necessary to be able to work variable shifts, including nights and weekends.