About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

BedandBreakfast.com of HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Customer support representatives work directly with travelers and innkeepers to discuss service features and rates as well as to assist both innkeepers and travelers with support issues. The most successful applicants are those who thrive on a small team in a culture of rapid growth and frequent change. 

This specific position will provide phone and email support for billing inquiries and process related transactions across multiple payment tools and platforms. This position will also be the main point of contact with our Accounting Team for resolving customer-facing billing issues.

Responsibilities include: 

• Assist with recurring and one-off billing tasks (processing payments, reporting, chargebacks, outbound collection activities, etc.)
• Handle incoming inquiries from customers across both US and EU brands
• Stay up-to-date on product changes in order to provide accurate and thorough support
• Advocate for customer needs by suggesting customer experience improvements
• Effectively deal with job stress and upset customers
• 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 work floor requirements

• 1-2 Years of customer service experience, preferably handling billing casework
• Prior billing work in SOX-driven environment strongly preferred
• Demonstrated experience with MS Office Suite and CRM systems required
• Bachelor’s degree preferred, but will accept equivalent experience in field
• Minimum typing skills of 45 wpm
• Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
• Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus

Key Competencies: 

• Questioning and listening skills that support effective communication
• Strong judgment to apply policies
• 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-orientated
• Ability to work independently following training

Potential Schedules Include: 5 x 8-hour shift, possibly some combination of week day and weekend shifts.

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
• Electronic, adjustable stand-up desk
• Discounted Metro & Rail pass
• Casual dress