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Customer Experience Concierge, Centurion Lounge -JFK

February 17, 2026

At American Express, our culture is built on a 175-year history of innovation, shared <a href=" target="_blank">values</a> and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. <o:p></o:p>Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. <o:p></o:p> The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located at JFK International Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge, and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express. It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by: Welcoming and providing access to our Card Members upon arrival at reception.<o:p></o:p><ul style="margin-top:0in;" type="disc"><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Being accountable and taking ownership of the customer’s experience from beginning to end.<o:p></o:p></li><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer.<o:p></o:p></li><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Employing the Customer First philosophy in meeting customers’ needs and expectations.<o:p></o:p></li><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Providing concierge and lifestyle recommendation.<o:p></o:p></li><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Providing travel consultation and minimal reservation assistance.<o:p></o:p></li><li class="MsoListParagraph" style="mso-list:l0 level1 lfo2;">Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners.<o:p></o:p></li></ul>Lounge Hours of operation are from 5:00am – 10:00pm Mon - Sun. Hours are subject to change due to business need.<o:p></o:p> Qualifications:<o:p></o:p>A successful candidate will possess the following qualifications:<o:p></o:p><ul style="margin-top:0in;" type="disc"><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Minimum of 1-year recent experience servicing premium customers.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Airline, lounge, or travel industry experience preferred, including reservation experience.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Passion for servicing customers with proactive solutions.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Exceptional communication skills, delighting the customer with every single interaction.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">The ability to rely on and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Must be resourceful and capable of using the Internet effectively while providing assistance in a face-to-face customer environment.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Ability to utilize and switch from multiple technology platforms with ease.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Adapt to an ever-changing environment and being resilient.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Ability to work flexible shifts including nights, weekends, and holidays is essential.<o:p></o:p></li><li class="MsoNormal" style="mso-list:l1 level1 lfo1;tab-stops:list .5in;">Light to moderate lifting may be required for certain job tasks.<o:p></o:p></li></ul><o:p> </o:p> <p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">Salary Range: $20.00 to $28.00 hourly + bonus + benefits<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:<o:p></o:p><ul style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:12px 0px;orphans:2;padding:0px 0px 0px 20px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;" type="disc"><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Competitive base salaries <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Bonus incentives <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">6% Company Match on retirement savings plan <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Free financial coaching and financial well-being support <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Comprehensive medical, dental, vision, life insurance, and disability benefits <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Free and confidential counseling support through our Healthy Minds program <o:p></o:p></li><li class="MsoNormal" style="background-color:white;color:black;line-height:normal;vertical-align:middle;">Career development and training opportunities<o:p></o:p></li></ul><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">For a full list of Team Amex benefits, visit our <a style="color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;" href=" target="_blank">Colleague Benefits Site</a>.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">US Job Seekers/Employees - <a style="color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;" href=" target="_blank">Click here</a> to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">If the links do not work, please copy and paste the following URLs in a new browser window: <a style="color:rgb(4, 95, 171);line-height:inherit;text-decoration:none;" href=" style="color:black;font-family:Arial, Helvetica, sans-serif;font-size:16px;"> style="color:black;font-family:Arial, Helvetica, sans-serif;font-size:16px;"> to access the three posters.<o:p></o:p><p class="MsoNormal" style="-webkit-text-stroke-width:0px;background-color:white;color:rgb(0, 0, 0);font-family:"Open Sans", "Segoe UI", Frutiger, "Frutiger Linotype", "Dejavu Sans", "Helvetica Neue", Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:normal;margin:0px 0px 9pt;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:middle;white-space:normal;widows:2;word-spacing:0px;">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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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...