Tier 3 Customer Service Rep

Job Description

Expedia

Expedia Group is one of the largest online travel companies in the world, with an extensive brand portfolio that includes some of the world’s leading online travel brands. Collectively, the Expedia Group brands cover virtually every aspect of researching, planning, and booking travel, from choosing the best airplane seat, to reading personal travel reviews of hotels, to planning what to do in a destination once you arrive. The Expedia Group portfolio serves both leisure and business travelers with tastes and budgets ranging from modest to luxury.

Tier 3 Customer Service Representatives are responsible for handling Expedia’s highest level of service issues to ensure our travelers’ critical issues get resolved in an efficient and timely manner. Employees provide knowledge and expertise to all Expedia Operation Centers and partner businesses to effectively resolve any service-related issues, while taking into account both the needs of the traveler and the business and supporting Expedia’s retention initiatives through three focus areas: research, service (via phone), and operations. The new hire class will start on January 13, 2020.

Position responsibilities:

• Assists with inquiries from Expedia’s Headquarter Offices addressed to Senior Executives, Board of Directors, Legal Department, and Public Relations, as well as issues filed with Better Business Bureaus and Attorneys General. Represent Expedia with the upmost professional and positive manner.
• Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and craft appropriate resolutions, while retaining ownership of the issue.
• Handles queues for areas of responsibility to ensure response time goals are met.
• Effectively resolves escalated issues.
• Research and analyze data from various sources related to customer and supplier issues.
• Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.
• Manages resources to ensure established service levels are met regularly
• Maintain up-to-date Customer Support Agent skill set.
• Access, research, and analyze to resolve root cause of customer concerns.
• Maintain confidentiality.
• Great teammate within department, company and network.
• Regular on-site attendance required. While operating in Service, have ability to periodically remain after shift ends to ensure all calls are answered.
• Other duties and projects as assigned.

Required skills and experience:

• Traveler-focused with the ability to work effectively and professionally with both internal and external customers.
• Ability to perform work activities requiring negotiating, instructing, persuading or speaking with fellow team members.
• Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrate strong research skills.
• Ability to work in high stress environment; handling stress in a professional manner and without disruption to the operation, employees, or customers.
• History of making good decisions and common sense. Skilled in fair and impartial judgment.
• Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.
• Excellent social skills with ability to positively influence others.
• Strong social skills with ability to effectively handle multiple priorities.
• Strong technical skills and computer knowledge, including all Microsoft Office programs.
• Ability to identify business inconsistencies and/or red flags.
• Ability to effectively multi-task and follow-through in a timely manner.
• Ability to adapt well to change.
• Strong attention to detail.
• Creative analytical skills.

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We passionately strive for better, but not at the cost of the customer. We act with modesty and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.comTM, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.