Customer Service Representative

| Austin | Hybrid
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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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Location

Expedia Group has three offices in the Austin area with a 16-story building now open in the Domain.

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