Travel Service Associate, Premium

Expedia•Springfield, MO

2d•Hybrid

About The Position

The Traveler Service Associate is responsible for handling interactions with customers that route through multiple channels and providing a best-in-class customer experience to our travelers. The ideal candidate is a self-starter with a passion for helping travelers solve complex issues in what can be highly stressful situations. This role is within the Traveler and Partner Service Platform organizations, which services customer requests from across the many brands of Expedia Group.

Requirements

Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers
Advanced analysis skills to include skill in situational analysis and risk mitigation
Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers
Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly
Strong technical skills and computer knowledge, including all Microsoft Office programs
Able to adapt well to change
High School Diploma or Equivalent related professional experience
Schedule flexibility
2 years + experience in a contact center

Responsibilities

Lead the resolution of issues on all traveler related issues
Research, analyze and resolve traveler issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue
Provide our travelers with best-in-class service that drives loyalty to all of Expedia Groups’ multiple brands
Research and analyze data from various sources and tools - especially GDS (Airline Computer Reservation Systems) to close traveler and supplier issues
Identify service problems and conduct root cause analysis whilst signposting possible solutions
Establish and maintain positive working relationships with management, corporate, network, co-workers, and partners
Flexible approach to ensure established service levels are achieved at all times
Must maintain up-to-date Traveler Support Agent skillset
Must maintain confidentiality
Other duties and projects as assigned