Job Description

If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application. Customer Service Representative II, TPSP Retail Tier 3 Customer Service Tier 3 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:

• Take charge on inquiries from Expedia’s 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

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 Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs. 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.