Senior Customer Support Specialist
2 weeks ago
Position: Senior Customer Support Specialist
Location: United States - Missouri - Springfield
Overview:
As a Senior Customer Support Specialist, you will tackle the most challenging and high-profile service inquiries at Expedia, Inc. Your role is crucial in ensuring that our travelers' urgent issues are addressed swiftly and effectively. You will engage with cases that may originate from various channels, including our corporate offices and consumer advocacy groups.
Key Responsibilities:
- Manage inquiries directed to senior leadership, including the Board of Directors and legal teams, while maintaining a professional demeanor.
- Utilize various tools and resources to investigate, analyze, and resolve customer cases, ensuring ownership of each issue.
- Communicate with customers, travel partners, and internal departments through phone and email.
- Oversee specific queues to meet response time objectives.
- Analyze data from multiple sources related to customer and supplier challenges.
- Identify issues, conduct root cause analyses, and recommend proactive solutions.
- Document outcomes and provide detailed reports on individual cases, along with suggestions for future prevention.
Qualifications:
The ideal candidate will be:
- Customer-focused, adept at collaborating with both internal and external stakeholders.
- Capable of guiding and influencing team members effectively.
- Possessing strong analytical and creative problem-solving skills.
- Able to thrive in high-pressure environments without compromising service quality.
- Exhibiting sound judgment and fairness in decision-making.
- Proficient in verbal and written communication, especially in managing challenging customer interactions.
- Organized and able to prioritize multiple tasks in a dynamic work setting.
- Fluent in English, with a demonstrated interest in the language.
- Flexible to work various shifts, including nights and weekends.
- Technically skilled, with knowledge of Microsoft Office and experience with case management software.
About Expedia, Inc.:
Expedia, Inc. is committed to fostering an inclusive workplace where diversity is valued. We believe in the power of travel to connect people and create lasting memories. Our portfolio includes a variety of well-known brands that provide exceptional travel experiences.
We are dedicated to ensuring the safety and well-being of our employees and require all new hires in the U.S. to be fully vaccinated against COVID-19, with acceptable proof of vaccination as a condition of employment.
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