Operations Leader-Customer Care (Home Based Servicing) Job
American Express - United States

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Operations Leader-Customer Care (Home Based Servicing)-13011710

Home Based Servicing (HBS) Team Leaders (TL) have full leadership responsibilities in a fast paced virtual environment managing a team of HBS Customer Care Professionals (CCP) through coaching and development. In this opportunity, you will ensure your team members are providing extraordinary customer service by promptly and accurately responding to phone calls from existing customers, making it easy for them to do business with us, recognizing their value to us and solving their issues. As a coach, the HBS TL will set team and individual performance goals, utilize performance metrics/reporting to drive performance and business results, will monitor customer interactions to ensure extraordinary service, and will challenge and provide consistent coaching and feedback to ensure their teams are performing at their highest levels.

Leading a team of HBS CCPs involves building a high performing team of employees focused on providing world class service to our Customers using a unique servicing philosophy, Relationship Care®. Selected candidates must also bring added passion to support new hire employee efforts to progress through their learning curve. Our TLs ensure their teams are following the Mission of becoming the “World’s Most Respected Service Brand” by exceeding aggressive internal customer satisfaction goals. In the virtual environment, where employees are based throughout the U.S., this involves motivating the team, encouraging open communication and recognizing the importance of building strong relationships with team members to create a trusting environment through the effective use of technology.

Successful leaders are advocates for both their employees and customers. They are intellectually curious, constantly striving for information about their team, the business, and the industry. They share a passion for growth and knowledge with their teams and peers. In the virtual environment, the leader must fully embrace technology and learn to identify and troubleshoot equipment and Internet Service Provider (ISP) system issues should they occur. Employees enjoy a generous benefits package, retirement programs, along with comprehensive medical, dental and vision plans. Paid training in the comfort of your home (100% attendance required). Additionally, our career path planning and continuing education will help you achieve your professional goals.

Responsibilities include:
  • Inspires a team of Customer Care Professionals to deliver excellent customer service supporting the World Service mission, Relationship Care® and World Service Goals
  • Each leader must ensure team members consistently recognize the Customer’s needs and recommend American Express products and services to enhance the Customer’s relationship with American Express and to build lasting and loyal relationships with our company
  • Leverages all communication tools available and develops creative modifications to current leadership style to coach and inspire both tenured and new members in a virtual servicing environment
  • Evaluates team performance on an on-going basis and provides continuous virtual coaching, training and feedback while recognizing accomplishments
  • Builds an “Elite” servicing mentality with a sense of urgency and excitement within the team to meet business goals
  • Raises the bar by driving continuous improvement and accountability on the team
  • Establishes and exercises the necessary controls to ensure all activities performed are compliant with American Express’ policies and procedures
  • Takes accountability when the team under performs and assesses the team’s skill levels and competencies, creating development and action plans that are owned and driven by the employee
  • Communicates with the team to ensure they are well informed about issues which affect them and their customers
  • Understands the importance of continuing their own personal development, particularly in their leadership skills
  • Responsible to execute initial technical first level trouble shooting related to direct report and personal internet and phone functionality
Additional Information:
Work environment in home office must meet all standard requirements outlined in the Work Environment Safety Assessment.

We will provide:
  • Computer and two monitors
  • Phone with wireless headset
  • Printer, printer paper, and cartridges
  • Monthly allowance that net out to $75.00 on the first paycheck of each month to help with ISP/phone charges
  • One time reimbursement of up to $100.00 to assist with internet hookup fees, to get an upgrade from your provider, etc
Additional System Requirements:
  • You are responsible for obtaining and having systems in place prior to start deadline
  • Dedicated High Speed Internet line with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISPs allowed). High Speed dedicated lines. Personal use prohibited during business hours
  • Business class service preferred where available
  • Dedicated and separate analog landline phone (no VOIP – voice over internet protocol) for training and production calls. (e.g. Magic Jack, Vonage, etc.). Modem preferred (vs. a wall jack) where available
Schedule Requirements:
Schedule will be fixed and 40 hours per week. We are seeking candidates who are flexible to work in an operating environment open 24 hours per day 7 days per week. Weekend shifts are required. Candidates must have the flexibility to work any shift and/or days of the week depending upon business needs. Selected candidates will participate in periodic schedule bids to align with team and department schedule needs. Time off will be available/approved based on current call volume demands.

Locations we are currently hiring in: Alabama , Arizona, Arkansas, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming


  • Minimum of three to five years leadership experience to include the responsibility of leading direct reports
  • Outstanding team player with proven success working with teams to accomplish outstanding and sustained results
Demonstrated ability to create “Wow” experiences with customers, business partners, and direct reports

  • Demonstrated ability to “think outside the box” and come up with creative solutions to adapt leadership style to lead, coach and drive outstanding results in a virtual environment
  • Comfortable with virtual communication tools such as instant message, Live Meeting, SharePoint, webcam, etc. and understands the necessity for frequent and impactful touch points with employees to build excitement in the team and convey an infectious passion for serving the Customer
  • Excellent written, verbal, and, presentation skills
  • Tactical strategic thinking skills: Is able to consistently switch between day to day tactical thinking and long-term, more strategic planning in support of the Customer/Client needs
  • Handles problems with minimal guidance and acts on own initiative without being prompted
  • Able to manage multiple processes and activities simultaneously
  • Identifies a number of ways to do things differently that will continuously improve the business and the customer experience
  • Analytical/Creative problem solving skills: Able to interpret data from multiple sources (Internal reporting, Customer Feedback, etc.) and translate into trend information and practical action plans
  • Strong working knowledge of Microsoft Office and the ability to utilize these tools to analyze and drive results
  • Ability to successfully understand and implement policies, procedures, and programs
  • Demonstrated passion for service with the ability to resolve customer issues and concerns
  • Ability to manage and resolve conflict
  • Ability to travel to Salt Lake City for a week-long Leadership training
  • Bachelor Degree
  • Proven track record in leading teams and driving sustained results
  • Experience working from a home office in a virtual customer service environment or leading teams virtually
  • Sound understanding of credit card practices/terms
  • Experience working in a hospitality, financial, insurance, or banking service industry with a passion for building customer loyalty
  • Demonstrated successful sales experience that is oriented to the customer’s needs
  • Experience providing service through a specific channel such as phone, email, chat or previous work at home agent experience
Job: Operations
Primary Location: United States
Schedule: Full-time

American Express - 10 months ago - save job - block
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