Traveler Service Associate
The Traveler Service Associate is responsible for handling interactions with customers that route through multiple channels and providing a best-in-class customer experience to our travelers. The ideal candidate is a self-starter with a passion for helping travelers solve complex issues in what can be highly stressful situations.
This role is within the Traveler and Partner Service Platform organizations, which services customer requests from across the many brands of Expedia Group.
What you’ll do:
Lead the resolution of issues on all issues from online (voice & chat) and offline (Service Requests) sources
Research, analyze and resolve traveler issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue
Provide our travelers with best-in-class service that drives loyalty to all of Expedia Groups’ multiple brands
Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close traveler and supplier issues
Identify service problems and conduct root cause analysis whilst signposting possible solutions
Establish and maintain positive working relationships with management, corporate, network, co-workers, and partners
Flexible approach to ensure established service levels are achieved at all times
Must maintain up-to-date Traveler Support Agent skillset
Must maintain confidentiality
Other duties and projects as assigned
Who you are:
Customer centric attributes and 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 others
Advanced analysis skills to include skill in situational analysis and risk mitigation
Demonstrate strong research skills in all lines of business
Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers
Track record of exhibiting good judgment and common sense
Skilled in fair and impartial judgment
Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly
Excellent interpersonal skills with the ability to positively influence others
Strong technical skills and computer knowledge, including all Microsoft Office programs
Able to adapt well to change
Strong attention to detail and a creative problem solver
High School Diploma or Equivalent related professional experience
Positive & proactive attitude
Excellent attention to detail
Great to have, but not required:
2 years + experience in a contact center
Understanding of GDS systems (Sabre/Amadeus)
Competent in call center technologies
Experience in the travel industry
At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and well-being, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and attest to their vaccination status before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is lifeatexpediagroup.com/jobs.
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.