Pros
It seems as though they have good benefits with hotels. However, management and trainers would never tell you about them or allow you time to search for them. Other departments seem to be getting good reviews. This review is only for Travel and Lifestyle services, Travel Counselor positon.
Cons
Horrible training. The trainers seemed to think indimidation was a more effective motivator than actually inspiring employees to do their best. An example of this intimidation is the trainerss telling our class that management can fire you for any thing at anytime. The training also lacks any formulated structure or plan that they stick to. Even something as simple as not verifying an email address. Outdated technology (In Travel and Lifestyle Services). All GDS systems are old (developed in the 60's) and require an extensive code input system. However, as long as you know the correct code to imput, they work. However, American Express created an overlay developed 20 yearss ago that crashes as frequently as every call you receive. I might be the only one bothered by this as I am have a degree in computer science, and I will note that it appears as though they are working to come up with a new system. In the mean time when the sytem crashes you still are expected to make the entire reservation in the amount of time alloted. They use metrics to measure performance (as all call centers do). The technology they use to measure metrics is very good. You do get a bonus, however, your bonus is structured in a way that you will almost never recieve it. The bonus is only received if you make a 9-10 on every survey customer's return. Which is not a problem, however if you get a 1 because the person the card member spoke with before you was rude. It still counts against you. Management will tell you not to ever expect a bonus. Also, it appears as though the company does not let you transfer into another position very easily. Most people with a bachelor's degree are still stuck in the same call center environment 10 years later. If you're a recent college grad (like myself) looking to get your foot in the door at a large company, this is not the job for you. If you are a person who is looking to take advantage of the work from home positions that American Express offers for this position, This job may be for you. I would only recommend that you have ver good computer skills and extensive domestic and international travel destination knowledge.