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, Premium
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.
**What you’ll do: **
- 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
**Who you are: **
- 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
#LI-MC1
The total cash range for this position in Springfield is $38,500.00 to $54,000.00. Employees in this role have the potential to increase their pay up to $61,500.00, 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.
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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. 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.