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Reservation Escalation Specialist

Expedia Group

Location: Springfield, Missouri

Job Type: Full time


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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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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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, 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 The official website to find and apply for job openings at Expedia Group is

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.