Position Overview:

Provide escalation support and mentoring for Lodging Support Services agents as well as assist manager with reporting needs. Assist with case management and call queues.

Responsibilities:

•Understands Expedia Lodging Operations Value proposition and relationship to all customers, internal and external. ( i.e. Market Management, Suppliers, Customers)
•Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
•Insure departmental metrics are achieved during assigned shift. (i.e. ABR%, Urgent/Future Relo SLA’s)
•Supports Expedia Inc. vision; instills value, honesty, integrity.
•Identify and document partner and agent training opportunities.
•Calibrate with agents and leadership to ensure consistency in processes and training.
•Provide assistance to LSS agents with managing escalated customer calls.
•Perform regular quality monitors, audits, and side x side monitors with agents.
•Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
•Lead, coach, train, motivate, and communicate effectively with peers and leadership.
•Be highly effective in managing multiple projects simultaneously.
•A problem-solver, who can make independent decisions, able to actively listen, and communicate clearly and concisely.
•Ensure agents maintain acceptable quality scores on all calls.
•Identify areas of opportunity for recurrent agent training.
•Assist supervisor in helping agents maintain acceptable level of performance.
•Assist supervisor with managing day to day activities of Relocations and Credit Card Support operations.

Requirements:

•The ability to communicate effectively at all levels from executive management to individual contributor.
•Fluent proficiency & comprehension in English is required
•Fluency in multiple European languages preferred
•The ability to work unsupervised and make independent decisions.
•Strong, proactive follow-up skills and administering of Travel Policies.
•Two years of recent call center customer care and/or help desk support.
•Relocations experience highly desired.
•Credit card processing experience and terminology knowledge highly desired.
•Familiarity with basic A/R or A/R terminology a plus
•Excellent research and documentation skills.
•The ability to multi-task with a high attention to detail.
•The ability to excel in a fast paced, constant changing environment.
•Flexibility and willingness to assist where and when needed as directed by management.
•Maintain strong vendor relations with a positive attitude.
•Ability to work overtime as needed.
•Reliability is a must.
•Ability to work ANY shift.

Education:

College preferred.

Apply here:
https://careers.peopleclick.com/careerscp/client_expedia/external/gateway.do?functionName=viewFromLink&jobPostId=58366&localeCode=en-us