Job Description

You Lead the Way. We’ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Go above and beyond at a company that sets the standard for customer-first service As a global organization, American Express supports customers around the world. This is a newly created team leader role that supports our US customers and is a hybrid role based out of our American Express Toronto office (2225 Sheppard Ave East, Toronto).
Role & Responsibilities: Here’s just some of what you’ll do in this role

• Inspire a team of Customer Care Professionals to deliver extraordinary service to our US customer base on inbound calls in a fast-paced, structured customer care environment by following our Customer First philosophy
• Provide effective support as a guide, mentor, and leader to develop the team to refine their consultative skills to understand customer needs and tailor unique solutions that deepen customer engagement and result in measurable value for our card members
• Evaluate team performance on an on-going basis to identify and effectively coach team members to strive for continuous improvement
• Leverage strong communication skills ensuring the team is well informed on new developments as well as policy/procedural updates
• Gather feedback from the team members as well as call listening to identify and raise opportunities that are impacting customers thus allowing for timely resolution
• Work with leaders in the US Customer Service Network to share and gain best practices
• Create opportunities and support career development of the team

Are you ready for the challenge?

• Direct people leading experience of 2+ years in a call center customer service environment
• Previous exposure to drive Voice of the Customer metrics
• Proven follow-up, coaching and conflict resolution skills
• Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
• Innovative and dynamic problem solver. Proven history of implementing development and action plans to aid in growing team member skills to get results
• Proven fascination for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand.
• Good time management and can effectively prioritize team workloads
• Excellent written and verbal communication skills
• Ability to improve and champion a team to increase engagement
• Highly participative within and across teams with ability to influence others

Currently, the Company requires that colleagues be fully vaccinated against COVID-19 in order to work in or visit any of our offices to conduct in-person business, subject to legally required exemptions. If the role you are applying for is designated as hybrid or onsite, you will be required to visit our Amex offices. American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person’s age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.