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Traveler Service Supervisor, Escalations

Expedia Group

Location: Springfield, Missouri

Job Type: Full time


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Traveler Service Supervisor, Escalations

Are you driven by building high-performance customer service teams? Do you have a passion for resolving complex issues?

We are looking for an experienced people leader to help support our Escalations team. The ideal candidate should be comfortable working through complex problems, able to make tough decisions with confidence, and enjoy direct customer/agent interactions. You'll develop and coach your agents regularly through feedback, knowledge transfer, and celebrating their successes. If you’re looking for a role promoting empowerment while focusing on real-time results, this could be it!

What you’ll do:

  • Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance

  • Assess and analyze agent performance based on a performance management system that measures both metric and service standard goals

  • Proactively coach on upcoming promotions, site changes or other potential escalation items before they become escalations

  • Ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers

  • Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report

  • Review performance reports with agents by completing quarterly reviews for team member

  • Help drive innovation in refining and improving performance standards and processes

  • Mentor Customer Service Representatives in developing their expertise, while providing new opportunities for them to grow their knowledge

  • Support and develop strong customer service and communication skills through teaching active listening and customer orientation

  • Look for additional opportunities to increase productivity and job satisfaction among Customer Service Representatives and teams

  • Provide subject matter expertise for training, curriculum development and performance improvement initiatives

  • Identifies service problems and conducts root cause analysis

  • Assist with the onboarding and nesting of new hires

  • Establishes and maintains positive working relationships with agents, peers, management, corporate, and partners

  • Manages resources to ensure established service levels are always achieved

  • Provides feedback and coaching to agents

  • Manages day-to-day processes and other duties as assigned

Who you are:

  • Previous leadership experience in managing all aspects of a team of employees is strongly preferred

  • 2+ years of work experience in a call center environment is required

  • Must have strong working knowledge of MS Office products, GDS systems (Sabre/Amadeus), and our website; be technically savvy, and efficient in working across multiple systems

  • Must be a strong team-player and work well with differing personalities

  • Strong leadership required, with effective performance management and coaching techniques

  • Able to inspire an energetic and fun culture and is passionate about coaching and mentoring to drive the team to the next level

  • Have strong organizational and analytical skills, with attention to detail and accuracy

  • Critical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively

  • Ability to multi-task is crucial

  • Strong oral and written communication skills, always displaying a professional manner

  • Traveler-focused and able to work expertly with both internal and external customers

  • Can work any shift, 24x7

  • Passionate about improving customer service, and reducing customer escalations

  • Not afraid to challenge the status quo

  • Fast learner, with the ability to understand complex information, identify key concepts and be able to explain the information simply

  • Can communicate effectively, concisely, and tailored to the audience

  • Particularly strong at written communications both to executive members and large audiences


The total cash range for this position in Springfield is $49,000.00 to $68,500.00. Employees in this role have the potential to increase their pay up to $78,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

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®,®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, 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 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.