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Product Support Representative, Integrated Property Management

United States - Texas - Austin

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Have you ever had the opportunity to impact the lives of millions of people in a significant way and help them enjoy time away with their friends and families building memories?  That is what we do here at Vrbo.com, an Expedia Group company. We are a 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. 

Vrbo is growing its customer support and production operations group as it continues to build a culture of premier service. Product Support Representatives work directly with property managers who list their inventory to Vrbo’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, and are technically inclined and creative thinkers. 

  

What You'll Do: 

  • Support property managers by providing excellent service via phone and/or e-mail contacts. 

  • Educate users in all functions and features of our product line. 

  • Be the customer’s primary point of contact, build positive rapport and communicate appropriately until the issue is resolved and the customer is satisfied. 

  • Be able to identify complex issue severity levels where analysis of situations or data requires an in-depth evaluation of variable factors. 

  • Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results. 

  • Advocate for customer needs by suggesting customer experience improvements in line with business initiatives. 

  • Exceed productivity and quality levels in support of world-class service standards. 

  • Assist with process and knowledge base documentation and training as needed to help further the team’s overall knowledge in support of customers. Is generally viewed as a content expert in one or more areas. 

  • Minimum supervision needed; ability to complete complex, cross organizational projects with moderate levels of ambiguity. 

  • Serve as a role model for communication skills and ability to handle customer issues in a constructive and effective manner. 

  

Who You Are: 

  • 4+ Years of customer service experience, preferably in a technical contact center supporting enterprise customers

  • Demonstrated experience with MS Office Suite and CRM systems

  • High level of determination to follow issues through to resolution

  • Ability to work independently and in a team environment

  • Ability to multitask and dynamically prioritize tasks

  • Ability to determine methods and procedures on new assignments

  • Able to handle customer concerns in a constructive and effective manner

  • Ability to lead others to consistently maintain stride under pressure 

  

Preferred Qualifications: 

  • Experience with Atlassian products is a plus. (JIRA & Confluence) 

  • Experience troubleshooting software integration and API issues is a plus 

  • Experience with browser technologies including a thorough understanding of cookies, security controls, extensions and add-ons for Google Chrome 

  • Able to understand, modify, and troubleshoot customer data configurations and spreadsheets 

  • Solid understanding of HTML and XML are a plus 

  • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites 

Potential Schedules Include: 

  • Five-day work week with one required weekend day and some holidays based upon business needs 

  

Benefits? We thought you’d never ask! Click here to explore more.

At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.

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-69494

Job Category
Operations & Services Group

Job Function
Customer Service

Location
United States - Texas - Austin

Job Type
Full-Time Regular

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