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Tier III Customer Service Representative

United States - Missouri - Springfield

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Job Description:

Tier III Customer Service Representative

The Tier III Customer Service team is responsible for handling all Expedia’s service issues that route via various channels to Tier 3. We enable each of our customer transactions to flow seamlessly from the click of a button on one of our brand sites all the way through to our general ledger system and into the P&L. By bringing together product, technology, and operations, we accelerate innovation, enable test, and learn, and constantly push ourselves to evolve and innovate for the business.

What you'll do:

  • Lead the resolution service issues on all contact center escalations from online (voice & chat) and offline (Service Requests) sources

  • Research, analyze and resolve customer issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions, while maintaining ownership of the issue

  • Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close customer and supplier issues

  • Assist in the development, testing, and communication of operational policies and procedures

  • Identify service problems and conduct root cause analysis whilst signposting possible solutions

  • Establish and maintain positive working relationships with agents, peers, management, corporate, network, co-workers, and partners

  • Flexible approach to ensure established service levels are always achieved

  • Must maintain up-to-date Customer Support Agent skill set

  • Must have proficiency of payment processing and reconciliation systems and tools

  • Must maintain confidentiality

  • Team player within the Global Service Delivery Tier 3 team

  • Other duties and projects as assigned

Who you are:

  • Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers

  • Ability to perform work activities requiring negotiating, instructing, persuading, or speaking with others

  • Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrate strong research skills in all lines of business

  • Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers

  • Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment

  • Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly

  • Excellent interpersonal skills with ability to positively influence others

  • Strong organizational skills with ability to effectively manage competing priorities

  • Strong technical skills and computer knowledge, including all Microsoft Office programs, with preference for extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality)

  • Thorough and complete knowledge of travel industry procedures, policies, and applications in APAC, EMEA, and the US

  • Ability to identify business inconsistencies and/or red flags

  • Ability to effectively multi-task and follow-through in a timely manner

  • Ability to adapt well to change

  • Strong attention to detail

  • Creative problem-solving skills

  • Educated to Advance Level or equivalent related professional experience

  • Knowledge of case management software and tools

  • Excellent written and spoken English, and a demonstrable interest in English language (i.e., film, books etc.)

  • Ability to understand and empathize customer issues, and provide accurate answers in response

  • Positive & proactive attitude, and excellent attention to detail

  • Should be flexible with shifts and able to work in a 24*7 environment


Relocation (Y/N): N

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®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.
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R-67376

Job Category
Customer Service Group

Job Function
Contact Center Operations

Location
United States - Missouri - Springfield

Job Type
Full-Time Regular

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