Customer Support Representative

| Austin

About Us:

HomeAway, based in Austin, Texas, is the world leader in vacation rentals with more than 2 million unique places to stay in 190 countries, and is a part of the Expedia, Inc. family of brands.

HomeAway offers an extensive selection of vacation rental homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. 

Customer Support Representative 

Are you passionate about travel? Does being a strong customer advocate motivate you? Are you excited about using technology to support small business customers? 

BedandBreakfast.com of HomeAway.com, Inc. is looking for an energetic Customer Service Representative who can speak and write Spanish proficiently to join our growing support group as we build a culture of world-class service for our customers.

A customer Support Representative at BedandBreakfast.com is the first point of contact to Bed and Breakfast Innkeepers and Guests who have questions or need assistance in using BedandBreakfast.com. A Representative uses a suite of leading support technologies to help guests and innkeepers with travel, account questions and even offline projects. This person manages multiple tasks and projects simultaneously including handling phone calls and emails while helping travelers find the perfect getaway or assisting innkeepers to set up and optimize their accounts and listings to drive the best results for their business. As a team, our Representatives work collaboratively to support all of our customers, share best practices and strive to make the service and systems we provide better for our customers every day!

Responsibilities:

  • Take incoming inquiries over the phone and email about BedandBreakfast.com products and services from innkeepers and guests.
  • Manage multiple software applications and integrated technology platforms to provide front line support to customers as well as support a range of offline projects.
  • Manage and coordinate multiple special tasks and projects including but not limited to moderating customer reviews, processing manual payments for owners and process documentation. 
  • Stay up-to-date on product changes in order to provide accurate and thorough support.
  • Advocate for customer needs by suggesting customer experience improvements, ad hoc or continuous improvements through identifying new process or help content.
  • Build positive rapport and communicate effectively and knowledgeably with different personality types in support of small business customers. 

Required Qualifications:

  • 2+ Years of customer service experience, preferably in a contact center; Experience working with multiple technology platforms simultaneously while supporting customers over the phone and email.
  • Proficiency in speaking and writing Spanish.
  • Proven ability to pivot between tasks across multiple software and technology platforms. 
  • Proven experience using Microsoft Office tools to write a professional document, including process documentation.
  • Build Excel table to transform and communicate data to with customers.

Preferred Qualifications:

  • Experience using a CRM to support end users and communicate customer information internally.
  • Experience with travel, online advertising or B2C or B2B ecommerce support.
  • Experience supporting small business customers.

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • ReactLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

HomeAway has five offices in the Austin area with a 16-story global headquarters under construction at the Domain set to open in 2019.
11800 Domain Blvd, Austin, TX 78758

Insider's spotlight

How would you describe the company’s work-life balance?

HomeAway has the best work-life balance out of any company I've worked for. Not only are you given plenty of vacation time, they actually encourage you to use it. Around here, we call it a "whole vacation" because you're supposed to enjoy your time away from work and return recharged.

Kayla

Employer Brand & Digital Media Specialist

What projects are you most most excited about?

As a Software Engineer, I’m excited to rebuild an old JavaScript and jQuery STAB component into a new React based component. The goal is to update this component to our new tech stack so when consuming applications move to using Catalyst based applications we can ease the integration process.

Juliana

Software Engineer

What are some things you learned at the company?

I've learned to always be flexible and always question all assumption to a logical conclusion.

Dottie

Partner Success Account Manager

Passion for the business. When you genuinely believe in our mission and the unique value we offer owners/travelers, our clients feel your enthusiasm and want to work with you.

Nevo

Regional Sales Manager

Perks of working here

401(K) Matching
Casual Dress
Commuter Benefits
Company Outings
Dental
Game Room
Generous PTO
Health Benefits
Onsite Gym
Generous Parental Leave
Parking
Stocked Kitchen
Vision
Volunteering Opportunities
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