Tier 3 Customer Service Representative
Location: Las Vegas, Nevada
Description: Expedia, Inc. is in need of Tier 3 Customer Service Representative right now, this position will be presented in Nevada. For complete informations about this position opportunity kindly read the description below. Req ID: 24081
Required Education: High School Diploma
Required Experience: 3-5 Years
Description:
Tier 3 Cust! omer Service Agents are responsible for handling Expedia's highest level of service issues to ensure our travelers' escalations are resolved in an efficient and timely manner. Agents provide knowledge and expertise to all Expedia Operation Centers and partner businesses to effectively resolve any service-related issues, while balancing both the needs of the traveler and the business and supporting Expedia's retention initiatives through three focus areas: research, service (via phone), and operations.
ESSENTIAL FUNCTIONS:
o Assists with inquiries from Expedia's Headquarter Offices addressed to Senior Executives, Board of Directors, Legal Department, and Public Relations, as well as issues filed with Better Business Bureaus and Attorneys General. Represent Expedia with the upmost professional and positive manner.
o Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and! resources to assess situations and create resolutions appropr! iate, while maintaining ownership of the issue.
o Manages queues for areas of responsibility to ensure response time goals are met.
o Effectively resolves escalated issues.
o Research and analyze data from various sources (GDS, Computer Reservation System (CRS) Logs, on-line AP/Recon System, etc.) related to customer and supplier issues.
o Assists in the development, testing, and communication of operational policies and procedures.
o Identifies service problems and conducts root cause analysis.
o Work with Training Department to assist with training for new hires.
o Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.
o Manages resources to ensure established service levels are achieved at all times.
o Must maintain up-to-date Customer Support Agent skill set.
o Must have proficiency of payment processing! and reconciliation.
o Access, research, and analyze CRS logs and/or Teleaf to determine customer activities on the Expedia.com website.
o Must maintain confidentiality.
o Team player within department, company and network.
o Regular on-site attendance required. While operating in Service, must have ability to periodically remain after shift ends to ensure all calls are answered.
o Other duties and projects as assigned.
REQUIRED SKILLS AND EXPERIENCE:
o Traveler-focused with the ability to work effectively and professionally with both internal and external customers.
o Ability to perform work activities requiring negotiating, instructing, supervision, persuading or speaking with others.
o Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrated strong research skills in all lines of Business.
o Ability to work in high stress environment; man! aging stress in a professional manner and without disruption to the ope! ration, employees, or customers.
o Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment.
o Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.
o Excellent interpersonal skills with ability to positively influence others.
o Strong organizational skills with ability to effectively manage competing priorities.
o Strong technical skills and computer knowledge, including all Microsoft Office programs, Expedia Admin Tools, ExpeRT, ExpeRT E-mail, TicketPartner E-mail, Tealeaf, Sabre, Worldspan, and GDS knowledge. Proficiency with Website and Functionality.
o Thorough and complete knowledge of travel industry procedures, policies and applications.
o Ability to identify business inconsistencies and/or red flags.
o Ability to effectively multi-task and follow-through in a timely manner.
o A! bility to adapt well to change.
o Strong attention to detail.
o Creative problem-solving skills.
o High school graduation or equivalent.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o While performing the duties of this job, the employee is regularly required to sit for up to four hours at a time.
o Have a clear and pleasant phone voice at all times.
o Ability to listen to customers via phone system.
o Regular typing, use of mouse, and ability to write regularly for eight hours or more.
o Ability to operate computer and other equipment around the office.
WORK ENVIRONMENT: The work environment characteristics described here are repre! sentative of those an employee encounters while performing the essentia! l functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
o Hours of operation for the center are 7 days per week, from 5am to 10pm. Must have complete shift flexibility during this time.
o The noise level in the work environment is usually moderate.
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to Expedia, Inc..
Interested on this position, just click on the Apply button, you will be redirected to the official website
This position starts available on: Tue, 12 Mar 2013 21:16:56 GMT
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