Customer Service Representative
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The Opportunity:
HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Customer Service Representatives work directly with property managers who list their inventory to HomeAway’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, technically inclined and outside the box thinking.
This position has openings at HomeAway’s RPP and Penn Field Offices.
Responsibilities:
- Support property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts.
- Help to analyze and identify issue severity levels and follow appropriate escalation procedures.
- Be the customer’s primary point of contact through resolution and delight the customer through out that process.
- Educate customers in best practices for using HomeAway applications .
- Stay up-to-date on product changes in order to provide accurate and thorough support.
- Advocate for customer needs by suggesting customer experience improvements.
- Meet appropriate productivity and quality levels in support of world-class service standards.
- Build positive rapport and communicate appropriately with different personality types.
- Apply the proper service etiquette to satisfy various customer situations.
- Display flexibility towards shifts as per business requirements.
- Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers.
Key Competencies:
- Questioning and listening skills that support effective communication.
- Strong judgment to handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects.
- Resiliency to effectively deal with job stress and upset customers.
- Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts.
- Ability to adapt quickly to product and procedure changes.
- Must be detail and service-oriented.
- Moderate supervision needed; demonstrates initiative to handle more tasks independently.
Required Qualifications:
- 2+Years of customer service experience, preferably in a technical contact center supporting enterprise customers.
- Demonstrated experience with MS Office Suite and CRM systems.
- Bachelor’s degree preferred, but will accept equivalent experience in field.
- Minimum typing skills of 50 wpm.
- High level of determination to follow issues through to resolution.
- Ability to work independently and in a team environment.
- Ability to multitask and dynamically prioritize tasks.
Preferred Qualifications:
- Experience supporting and troubleshooting B2B software.
- Industry pluses:classified listings websites, travel websites, online advertising, or B2Cwebsites.
- Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required.
Benefits:
- Competitive health and insurance benefits
- Competitive salary
- Annual target bonus or commission
- Paid vacation and sick time
- Vacation rental on a yearly basis (taxable benefit)
- Employee Stock Purchase Program
- Free snacks and beverages
- Frequent company update talks with our leadership team
- Free listing on HomeAway.com
- Electric,adjustable stand-up desk
- Discounted Metro& Rail pass
- Casual dress code
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