Job Details
** **Customer Service Representative Tier 3****
**United States - Missouri - Springfield**
**Customer Service Representative Tier 3**
Tier III Customer Service Representatives handle Expedias toughest and most visible service issues. These agents work every day to ensure our travelers critical concerns are resolved in an efficient and timely manner. These cases may be raised from the contact center, the corporate office, or from Regional Consumer Organizations. In this role you will balance both the needs of the traveler and the business through detailed research, problem solving, and coordination with internal teams. Motivated by continuous improvement and a commitment to take our customer experience to the next level, you will also propose solutions for preventing similar issues for future customers!
What you'll do:
* Take charge on inquiries from Expedias Headquarter Offices addressed to Senior Executives, Board of Directors, Legal Department, and Public Relations, as well as issues filed with Consumer Organizations. Represent Expedia in a professional and positive manner
* Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate, while keeping ownership of the issue
* Contact customers, travel partners, and internal teams via phone and email
* Handle queues for areas of responsibility to ensure response time goals are met
* Research and analyze data from various sources (Airline Computer Reservation System (CRS) Logs, Website, Voyager, EPC, NICE Tool, Glassbox System, etc.) related to customer and supplier issues
* Identify problems, conduct root cause analysis and propose forward looking solutions
* Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention
Who you are:
* Traveler-focused and able to work expertly with both internal and external customers
* Ability to perform work activities requiring teaming, guiding, and influencing colleagues
* Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation.
* Able to handle a high stress environment; handling stress without disruption to the operation, employees, or customers
* Shows good judgment and common sense. Skilled in fair and impartial discernment
* Strong verbal and written communication skills, including looking after frustrated and upset customers in a calm, cool, and composed manner. Ability to assess the customer and adjust communication style accordingly. Ability to explain complicated situations in simple terms
* Organized and thrives in a complex work environment, balancing multiple tasks and priorities
* Excellent written and spoken English, and a shown interest in English language (i.e. film, books etc.)
* Have the ability to work any shift, 24x7
* Strong technical skills and computer knowledge, including all Microsoft Office programs, experience with case management software, and Expedia Group agent technology, Amadeus, Sabre, & Worldspan (GDS), and websites a plus
*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 were 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. ** R-68454**
** **Job Category** Operations & Services Group**
** **Job Function** Customer Service**
** **Location** United States - Missouri - Springfield**
** **Job Type** Full-Time Regular**
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* United States - Missouri - Springfield
* United States - Washington - Seattle
* United States - Missouri - Springfield
* United States - Missouri - Springfield**