Working At American Express

I ~~may not have~~ didn't read all the questions, but can you explain what your roles/responsibilities were exactly? I dont quite understand what a concierge's job entails, especially one for a credit card....

My day went like this, Got to work, and had to swipe to get through revolving doors into the bay. After logging into my computer, I would load the program used to pull up member info, I would open google, ticketmaster, program we used to travel information, opentable.com, and our online database for our car service. I would then read check all of my emails, read CNN, TMZ, Perez, and any other news that was floating around. I would then check my "plate". The plate is all the work that was assigned to me, organized by promise date. The promise date is the time given to the client on when we think we could complete the request and give them confirmation. I would go through each request, normally given 10-25 to start, and prioritize based on how quickly I could do them, and time zones. I worked the early shift, so I would do all of my international reservations first, Paris, Rome, London... I would also have to keep note if I had any hard to get into restaurants. Some reservation lines open at 9am and you have to call RIGHT at that time to have any hope of someone picking up and you getting a table. Once my reservations were done, or time sensitive orders, I would move on to the bigger stuff. Travel destination information, pricing information. We were given constant email updates on upcoming onsale times. We knew if an onsale for say, Justin Bieber was coming up, to not make any promise dates during that onsale time, unless absolutely necessary. On big onsale dates, all hands were on deck to get as many clients tickets. We used ticketmaster. Nothing fancy,. If the event was sold out, or your specified section was sold out, we would pass your request to a member on the ticket team, who would reach out to our brokers. We work 8 hour shifts with 2 15 min breaks a a half hour lunch. Typical inbound call center environment. Nice office, nice lunch room.

How did you get the job?

I was working on call at a hospital, not getting enough hours. I was desperate for a job, so I hit up monster and applied to everything. I was sitting in my basement one day when I get a call. This lady explains to me that a call center is hiring, inbound, no sales. That I will have to book reservations and help high end clients. I was skeptical. Didn't even know what a concierge was. So I went for the interview and had to do a test. The test was to see how good and how quickly I could find information online. I was offered the job and I was still skeptical. The office looked nice, but it seemed too good to be true. I had 4 weeks of training (which they've since cut down quite a lot, I think to 2 weeks now which is insane.) The training consisted of showing us the programs, customer service, how to talk to people, how to sound knowledgeable when we had no *** clue what they were talking about, and mostly just the areas of where we had to handle the most requests. We focused mostly on New York City, and Las Vegas. I worked there for 3 years before moving out west to become a concierge at a high end hotel.