Will you find your passion in Ft. Lauderdale? American Express Careers

Will you find your passion in Ft. Lauderdale? American Express Careers


Doria: Service is at the very foundation of
our company. We were founded as a service company so its at our core. We like to think
its in all of our DNA. What makes a customer care professional special here at American
Express is that strong desire to serve, no question. That ability to very quickly gauge a situation
and respond in a very calm and collected way. To be able to have a conversation with someone
and not appear as if youre scripted, thats like having a conversation with a friend.
We are identifying what a customers looking for, creating that emotional connection with
a customer, and then over time theyll say, Well thank you, I appreciate that, I didnt
understand that, or Thank you for taking the time, I want to recommend you. Clearly our measurements are through the lens
of the customer, so our Recommend to a Friend scores, our satisfaction scores, are two scores
that we measure all of our customer care professionals on, and they tend to have not only high scores,
but consistently high scores. So people who knock it out of the park each and every day,
those are the people we actually take off the production floor, and then we bring them
into our training environment and let our new hires just get a sense or a taste of what
a really outstanding customer care professional looks like, how they present themselves, how
they speak to a customer, so its really powerful. There are a myriad of benefits that we just
continue to introduce here. Recently we hired a health coach and a nutritionist. We have
a nurse practitioner and two nurses. We also bring conveniences right here to the front
door whether it be drivers license registrations or blood banks, all sorts of health screenings,
things that you would have to go off site or off campus to have to take advantage of,
its right here, its five minutes. We also have an onsite back up child care center which
we call Kid Zone. Your child is downstairs, theres a nursing room for moms. The company really values a couple of things
and if you look at successful people at American Express, you see one is that people are kind
of consistent results driven peopleówe deliver results consistentlyó and we do it with integrity.
You have terrific opportunities in a company thats 65,000 people strong, so I think theres
a tremendous amount of opportunity for people here. 27-Jun-2012
AXP Internal Page 1 of 1

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