Expedia

Vrbo Executive Customer Relations Support Representatives work directly with internal and external customers including travelers, owners, property managers, the Vrbo Executive Team as well as Public and Investor Relations to effectively resolve customer escalations in an effective manner while maintaining extraordinary service standards. The most successful applicants are those who thrive in a culture of rapid growth and frequent change.

This position will be located in Austin, TX at our PENN FIELD or DOMAIN 2 campus and the schedule will be 8:30am to 5:30pm Central time including one weekend day.

What You'll Do

Responsibilities:

• Take complete case ownership to provide a “one stop shop” for handling executive-level internal and external customer escalations, via phone and e-mail.
• Provide backup to Resolutions Specialists and have regularly scheduled time for general customer support calls. 
• May provide assistance to outside departments as needed.
• Stay on top of product changes in order to provide accurate and thorough support.
• Advocate for customer needs by identifying and suggesting customer experience improvements.
• Effectively handle job stress and upset customers.
• Meet appropriate productivity and quality levels in support of premier service standards.
• Ability to build positive rapport and communicate appropriately with a wide variety of internal and external contacts.
• Apply the proper service etiquette to satisfy various internal and external customer situations.
• Display flexibility towards shifts and work load as per work floor requirements.

Who You Are

Competencies:

• Excellent written and interpersonal skills.
• Be able to craft personal, well-written responses to both internal and external customers.
• Strong judgment to effectively use scheduled time to resolve customer escalations with activities such as case research, taking live call transfers, composing emails, taking messages and making callbacks while addressing interruptions, distractions and setbacks.
• Responsibility to see cases through with single ownership from start to finish whenever possible.
• Intimately familiar with specific policies such as company Terms & Conditions and privacy policy.
• Highly proficient using internal systems. 
• Ability to recognize policy and procedure improvement opportunities and effectively communicate those to the leadership team.
• Ability to adapt quickly to product and procedure changes and to be cross trained on policies and procedures outside of general Customer Support as business needs occur.
• Little to no supervision required.

Experience and Qualification:

• Must currently be a S2 or above
• Successful in resolving customer escalations in a constructive and effective manner.
• 2+ Years of customer service experience, preferably in a contact center.
• Fraud/Risk Operations experience is a plus. 
• Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites.
• Demonstrated experience with MS Office Suite and CRM systems required.
• Minimum typing skills of 45 wpm.

Why Join Us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

About Vrbo:

In 1995, Vrbo introduced a new way for people to travel together, pairing homeowners with families and friends looking for places to stay. We were grounded in one purpose: To give people the space they need to drop the distractions of everyday life and simply be together. Since then, we've grown into a global community of homeowners and travelers, with unique properties in 190 countries around the world. Vrbo makes it easy and fun to book cabins, condos, beach houses and every kind of space in between.

Vrbo is part of VRBO and the Expedia Group family of brands and offers homeowners and property managers exposure to over 750 million visits to Expedia Group sites each month. To learn more, visit www.vrbo.com.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.