Guest Relations Associate II (English and French)

Are you passionate about travel and keen to work in a high pace, high energy workplace bent on revolutionizing the industry?

Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational?

Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos, with more than two million places to stay in 190 countries. We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations!

Supporting our Customers – Heart of what we do

We continue to build a culture of extraordinary service working directly with customers, our Partners who list their properties and our Holiday makers, guests, who are looking to book a great vacation rental.

We welcome new ideas, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels and engage with our customers and internal stakeholders.

What you'll do: Find the right resolution

Our front-line teams provide exceptional service and experience to all our customers. On the rare occasion a guest is unable to stay at their property and our front-line team is unable to resolve the issue or relodge the guest, the Guest Relations Associate will take ownership of the case in real-time to resolve.

• Root cause analysis to understand why the guest has been unable to stay at their property
• Assess if the guest qualifies under Book with Confidence Guarantee for relodging
• Assist with guest rebooking last-minute due to cancelled bookings
• Provide relodging assistance to stranded guests
• Handle pre-post stay customer complaint
• Create claim refunds for eligible guests under our Policy Guidelines
• Provide assistance for health and safety issues during stay
• Retain customer loyalty through problem solving, fully accountable for customer resolution in timely manner
• Provide coaching feedback to front-line teams on case learnings, to reduce future case escalation

Who you are:

• Strong verbal and written communication skills in both English and French
• You are highly motivated, passionate and can build strong rapport with our customers
• Good people and interpersonal skills and you are capable of easily building relationships
• Capable of remaining calm under pressure and adapt quickly to changes
• You have a background in Customer Service and case resolution
• High standard of computer literacy is essential (experience with CRM systems, HTMLS/XML browser technologies and software integrations is desirable)

Key Competencies:

• Communication: Exceptional business verbal, written, questioning and listening skills (Essential)
• Problem solver: ability to quickly understand the problem and develop workable solution
• Relationship building: Ability to build effective relationships with internal stakeholders (Essential)

About Expedia Group:

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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, religion, gender, sexual orientation, national origin, disability or age.