Expedia - Hotels.com Lodging Agent - 05/05/14 Class

Company Name:
Expedia - Lodging Agent - 05/05/14 Class
Job ID #: 28432
Company: Expedia, Inc.
Location: USA - MO - Springfield
Functional Area: Customer Service and Call Center
Employment Type: Full-Time Regular
Education Required: High School Diploma
Experience Required: 3-5 Years
Relocation Provided: No Use your LinkedIn Profile to help you apply faster!
Position Description
The world's largest online travel retailer for Air, Cruise, Hotel and Vacation Packages is seeking a professional individual that is team oriented, motivated and career-minded to join our 24X7 inbound/outbound call center for our global Lodging Operations center.
Job Duties and Functions:
oGreet customers in a courteous, friendly and professional manner via inbound phone support according to company quality guidelines.
oProvide global support to customers in an inbound/outbound call center environment.
oProblem resolution for customers with various issues with time constraints.
oResponsible for handling escalated issues such as Guest Relocations, Credits, Stop Sells and Closing Allotments, etc.
oAdhere to defined call center procedures, standards, performance expectations.
oAnalyze, diagnose and deliver known solutions to known complex problems.
oHelp maintain and promote excellent client relations by managing prompt and accurate responses to email and phone communications.
oBook, change, or cancel reservations for lodging properties and provide necessary follow through for all parties.
oBe highly effective in managing multiple software programs while conversing with hotel support staff.
oMust be able to demonstrate sound judgment in decision making, while abiding to established guide lines and procedures to ensure clear and concise communication.
oMaintain knowledge of department processes and procedures to ensure adherence.
oConsistently meet or exceed departmental goals as outlined by management in relation to
Key Performance Indicators.
oMust be dependable, able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.
oSchedule flexibility required and must be able and willing to work any shift 24x7.
oThe ability to communicate effectively at all levels from executive management to individual contributor.
oStrong call center experience strongly desired.
oThe ability to work unsupervised and make independent work related decisions.
oStrong, proactive follow-up skills and be able to administer and support Travel Policies.
oTwo years or more of recent call center experience, support services and/or help desk support.
oExperience in the hospitality industry is a plus.
oThe ability to manage multiple programs simultaneously with a high attention to detail.
oThe ability to excel in a fast paced, high volume call center with various key expectations.
oFlexibility and willingness to assist where and when needed and directed by your supervisor.
oMaintain strong vendor relations with a positive attitude and outgoing nature.
oExperience with Microsoft Office products and various call center support programs.
Education: Some college preferred.
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: ;, ;, Hotwire , Egencia(TM), TripAdvisor , Expedia Local Expert(TM), Classic Vacations and eLong(TM). 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, /(NASDAQ: EXPE).
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.

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