The Opportunity:

HomeAway.com, Inc. is growing its customer support andproduction operations group as it continues to build a culture of world-classservice. Customer Service Representatives work directly with property managerswho list their inventory to HomeAway’s distribution network. The mostsuccessful 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:

• Supportproperty owners, property managers and travelers by providing excellent servicevia phone and/or e-mail contacts
• Help to analyzeand identify issue severity levels and follow appropriate escalation procedures
• Be the customer’sprimary point of contact through resolution and delight the customer throughoutthat process
• Educate customersin best practices for using HomeAway applications

• Stay up-to-dateon product changes in order to provide accurate and thorough support
• Advocate forcustomer needs by suggesting customer experience improvements
• Meet appropriateproductivity and quality levels in support of world-class servicestandards 
• Build positiverapport and communicate appropriately with different personality types

• Apply the properservice etiquette to satisfy various customer situations
• Displayflexibility towards shifts as per business requirements
• Assist withprocess and knowledge base documentation as needed to help further the team’soverall knowledge in support of customers

Key Competencies:

• Questioningand listening skills that support effective communication
• Strong judgmentto handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects
• Resiliency toeffectively deal with job stress and upset customers
• Ability to buildpositive rapport, communicate appropriately with different behavior, and applyappropriate control of customer contacts
• Ability to adaptquickly to product and procedure changes
• Must be detailand service-oriented
• Moderatesupervision needed; demonstrates initiative to handle more tasks independently

Required Qualifications:

• 2+Years of customer service experience, preferably in a technical contact centersupporting enterprise customers
• Demonstratedexperience with MS Office Suite and CRM systems
• Bachelor’s degreepreferred, but will accept equivalent experience in field
• Minimum typingskills of 50 wpm

• High level ofdetermination to follow issues through to resolution
• Ability to workindependently and in a team environment
• Ability tomultitask and dynamically prioritize tasks

Preferred Qualifications:

• Experiencesupporting and troubleshooting B2B software
• Industry pluses:classified listings websites, travel websites, online advertising, or B2Cwebsites
• Foreign languagesskills, such as fluency in Spanish, French, Italian and German, are a plus butare not required.

Benefits:

• Competitivehealth and insurance benefits
• Competitivesalary
• Annual targetbonus or commission
• Paid vacation andsick time
• Vacation rentalon a yearly basis (taxable benefit)
• Employee StockPurchase Program
• Free snacks andbeverages
• Frequent companyupdate talks with our leadership team
• Free listing onHomeAway.com
• Electric,adjustable stand-up desk
• Discounted Metro& Rail pass
• Casual dress code