Product Support Representative, Integrated Property Management
Expedia Group
Location: Austin, Texas
Job Type: Full time
Posted
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Product Support Representative, Integrated Property Management
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
To continue to build a culture of world-class service we are looking for dynamic individuals to work directly with property owners and managers who list their inventory to Vrbo’s distribution network.
To be successful in this role, you thrive in a culture of rapid growth, frequent change, are technically inclined, and possess the ability to think creatively. You are a Professional Problem Solver by building positive rapport and communicating appropriately with different personality types. You are also a Specialized Consultant for all things Vrbo, guiding our customers around the site to help make their business and listing experience as successful as possible. You show integrity and remain calm and collected under pressure. We want team members who are not just going to get the job "done" but will go above and beyond to delight our customers.
What you'll do:
Support property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts
Help to analyze and identify issue severity levels and follow appropriate escalation procedures
Be the customer’s primary point of contact through resolution and delight the customer throughout that process
Educate customers in best practices for using Vrbo applications
Stay up-to-date on product changes in order to provide accurate and thorough support
Advocate for customer needs by suggesting customer experience improvements
Meet appropriate productivity and quality levels in support of world-class service standards
Apply the proper service etiquette to satisfy various customer situations
Display flexibility towards shifts as per business requirements
Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers
Who you are:
Questioning and listening skills that support effective communication
Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
Ability to adapt quickly to product and procedure changes
Must be detail and service-oriented
Moderate supervision needed; demonstrates initiative to handle more tasks independently
2+ Years of customer service experience, preferable experience in a technical contact center, but not limited to
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 receive and apply daily coaching
Minimum typing skills of 50 wpm
Experience supporting and troubleshooting B2B software
Sales experience
Experience with CRM systems (Salesforce, etc.)
Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required
#LI-MC1
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.
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™.
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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.