Reservation Escalation Specialist

Are you a self-motivated individual that loves a challenge? Do you thrive in an environment where every single day is something different? We are looking for customer-centric candidates with robust customer service skills that enjoy a day where no two issues will be the same. Joining the Reservation Escalation team at Expedia has all of this and so much more!

What you'll do:

• You will deliver outstanding verbal and written communication

• You will research, analyze, and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and craft resolutions appropriate while retaining ownership of the issue

• You will structure work, frame issues, and produce analyses that answer sophisticated business questions in a pragmatic approach

• You will communicate analysis findings and recommendations, both strategic and tactical, to colleagues, collaborators, and CPCE leadership in a clear, concise, and influential manner

• You can navigate large scale and sophisticated data sources from converting raw data into relevant and impactful insights to capturing qualitative information from leadership

• You will effectively deal with job stress and upset customers while providing each guest with a professional attitude and provide excellent guest service

• You will assist with inquiries from Expedia’s Headquarter Offices addressed to Senior Executives, Board of Directors, Legal Department, and Public Relations. Representing Expedia with the utmost professional and positive manner

Who you are:

• 6 to 12 months of relevant experience in Customer Service and/or in the Travel Industry

• Strong social skills and demonstrated capability to work in a team environment

• Creative problem-solving abilities/ability to think outside of the box

• Ability to work through technical issues to establish root cause and be able to communicate this to resolution teams

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

• Historical success of defining, executing key analyses, and sharing results with minimal direction

• Outstanding problem-solving skills, self-motivation, and the capacity to work well under stress and tight deadlines

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