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This job ad has been posted over 60 days ago...



VIP Access Associate (English/Spanish speaking) Full-time

at Hotels.com in Missouri (Published at 17-04-2019)


Expedia Group is currently looking for motivated individuals, with a bias to action, and who have an obsession for customer satisfaction to join our Market Operations contract centre team.

In this position, you will assist the supervisor/ manager with team leadership, provide associates with performance and quality feedback, assist with monitoring call queues and case work, and assist with inbound and outbound support as needed.

You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.

Dedicated and compassionate when dealing partners and travelers, you will work closely with other departments to ensure the best resolution, first time.

What you'll do:

Greet hotel staff in a courteous, friendly and professional manner via outbound phone support according to company quality guidelines.

You will provide global support to customers in an inbound/outbound call center environment.

Problem resolution for customers with various issues with time constraints.

Responsible for handling raised issues such as guest relocations and Elite member customer concerns

Able to adhere to defined call center procedures, standards, performance expectations.

Analyze, diagnose and deliver known solutions to known complex problems.

You will help maintain and promote excellent client relations by handling prompt and accurate responses to all email and phone communications. This is to include but not limit hotel confirmations, Elite member pre arrivals, and daily survey responses.

Be highly effective in running multiple software programs while conversing with hotel support staff and guests. You will demonstrate decision-making skills, while abiding to established guide lines and procedures to ensure clear and concise communication.Consistently meet or exceed departmental goals as outlined by management in relation to key performance Indicators.

  • Process In-House (guest) Customer Survey Feedback and fill out proper case detail
  • Attach hotel confirmation replies to proper case
  • Call hotels to verified preparation for Elite arrival Liaison for hotel / guest
  • Send Pre-arrival form, flight arrival details/estimated arrival
  • Special Guest Contact requests, assist with questions and concerns

Who you are:

  • Flexibility required and able and willing to work any shift including weekends and Holidays
  • Communicate effectively at all levels from executive management to Individual contributor
  • Strong call center experience required
  • The ability to work unsupervised and make independent work related decisions.
  • Strong, enthusiastic, follow-up skills and administer and support Travel Policies
  • Two years or more of recent customer services experience, support services and/or help desk support
  • Experience in the hospitality industry is a plus
  • Handle multiple programs at a time with a high attention to detail
  • Excel in a dynamic, high volume call center with various key expectations
  • Flexibility and willingness to assist where and when needed and directed by your supervisor
  • Maintain strong hotel and customer relations with a positive attitude and outgoing nature
  • Experience with Microsoft Office products and various call center support programs
  • Fluent in Spanish/English required
  • Education: Associates degree or higher preferred

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better ? that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com?, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Diversity statement

Expedia is committed to creating an inclusive work environment with a diverse workforce. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age



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, or veteran status. 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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