Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Traveler Service Associate, Escalations

Introduction to the team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.

We are expanding our Real Time Escalations Team to foster a culture of excellence. If you're passionate about delivering an exceptional customer experience and thrive in a dynamic and evolving environment, we want you to join us!

In this role, you will:

• Lead the resolution of high-profile service issues and priority escalations from customers on Real Time via Phone or Chat

• Assist in the development, testing, and communication of operational policies and procedures

• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

• Assist customers in using provided technology as appropriate to help customer with future interaction

• Research, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate, while keeping ownership of the issue

• Contact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management, etc.)

• Handle queues for areas of responsibility to ensure response time goals are met

• Research and analyze data from various sources related to customer and supplier issues

• Identify problems, conduct root cause analysis and propose forward looking solutions

• Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention

• Initiate contact with customers where appropriate to solve the issue completely and to add value

Experience and Qualifications:

• 3+ Years of experience in a Customer Experience environment

• Excellent written and spoken English communication skills to assess customer needs and adjust communication style accordingly. Ability to explain complicated situations in simple terms

• Contact center expertise and customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers. Escalation expertise is a plus

• Thorough knowledge of hotel/travel industry procedures, policies, and applications

• Critical thinking and decision making are essential for the role. Skilled in fair and impartial discernment

• Should be flexible with shifts and able to work in a 24*7 environment (rotational shift and willing to work on weekends)

• Interest and/or experience in metrics, reporting, and data analysis a strong plus

• Strong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation, to ensure the highest level of service is achieved

• Ability to work in a fast-paced setting, quickly learn processes and tools. Able to handle a high stress environment

• Organized and thrives in a complex work environment, balancing multiple tasks and priorities

• Strong technical skills and computer knowledge, including proficiency in Microsoft Office programs

• Tools supporting the operation and case handling, with extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality) are a must

• Must have flexibility to work on emails, calls and chats as and when demanded by the business

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

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™. © 2024 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 with 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 .

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, religion, gender, sexual orientation, national origin, disability or age.