Tier 3 Customer Service Representative
Location: Las Vegas, Nevada
Description: Expedia, Inc. is hiring Tier 3 Customer Service Representative right now, this position will be designated in Nevada. More complete informations about this position opportunity kindly read the description below. Position Description Tier 3 Customer Service Representatives are responsible for handling Expedia's highest level of service issues to ensure our travelers' escalations a! re 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. Position Description: 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. 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 appropriate, while maintaining ownership of the issue.Manages queues for areas of responsibility to ensur! e response time goals are met.Effectively resolves escalated i! ssues.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.Assists in the development, testing, and communication of operational policies and procedures.Identifies service problems and conducts root cause analysis.Work with Training Department to assist with training for new hires.Establishes and maintains positive working relationships with agents, peers, management, corporate, network, coworkers, and partners.Manages resources to ensure established service levels are achieved at all times.Must maintain up-to-date Customer Support Agent skill set.Must have proficiency of payment processing and reconciliation.Access, research, and analyze CRS logs and/or Teleaf to determine customer activities on the Expedia.com website.Must maintain confidentiality.Team player within department, company and network.Regular on-site attendance required. While operating in Service, m! ust have ability to periodically remain after shift ends to ensure all calls are answered. Other duties and projects as assigned. Minimum Requirements: Traveler-focused with the ability to work effectively and professionally with both internal and external customers.Ability to perform work activities requiring negotiating, instructing, supervision, persuading or speaking with others.Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrated strong research skills in all lines of Business.Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment.Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.Excellent interpersonal skills with ability to positively influence others.Strong or! ganizational skills with ability to effectively manage competing priori! ties.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.Thorough and complete knowledge of travel industry procedures, policies and applications.Ability to identify business inconsistencies and/or red flags.Ability to effectively multi-task and follow-through in a timely manner.Ability to adapt well to change.Strong attention to detail.Creative problem-solving skills. Physical Requirements: Ability to work multiple tasksPleasant and clearly understandable phone voiceAbility to listen to customers via phone systemAbility to sit at a desk for two or more hours at a timeRegular typing, use of mouse, and ability to write regularly for 8 or more hours a dayAbility to lift and carry 10lbs.Ability to operate computer and other equipment in the office Education: High School Diploma or equival! ent is required. About Expedia, Inc.Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit company website (NASDAQ: EXPE).
Salary: . Date posted: 11/11/2013
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This position will be opened on: Tue, 12 Nov 2013 05:22:47 GMT
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