Customer Service Associate

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Role Summary Assist in the resolution of customer* questions and inquiries in booking, configuring, or consuming Expedia Group travel-related services. Experienced at resolving issues of advanced complexity and skilled to handle higher-level tasks. Experience 1 year+ Customer Service experience Education Associate's degree or equivalent Functional and Technical Skills Strong technical skills and computer knowledge, including all core Microsoft Office programs, and extensive experience using other customer relationship management or travel industry applications. Role Expectations • Works alongside other teams to resolve customer* queries and escalates issues as appopriate to resolve complaints and/or complex issues. • Assists and encourages customers* in using company's platforms and systems and generally promotes company's services and product. • Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties. • May be required to assist in mediating situations on behalf of the company, including between parties (e.g., traveler and partner). • May be required to answer complex business questions with a pragmatic approach and with little supervision. • Proactively looks for issues which might impact other or future customers* and escalate to supporting teams to drive resolution. • Listens attentively to others, ensuring they have the opportunity to finish speaking without disruption or interruption; asks probing and intelligent follow-up questions to uncover root cause. • Encourages others to listen attentively and engage with the speaker by asking appropriate open-ended questions; reflects on and reiterates key points and clarifies messages to help others reach agreement. • Handles and de-escalates issues that are escalated by customers*. • Communicate analysis findings and recommendations, both strategic and tactical, to colleagues, stakeholders, and leadership in a clear, concise, and influential manner. • Provides feedback to peers and shares tips with and mentors low-performing colleagues to help them improve. • Monitors non-verbal reactions of others to identify and respond to areas of interest or concern. • Ensures all viewpoints have been heard and discussed before reaching conclusions, offering guidance, or asserting own views. • Balances several projects and tasks simultaneously with minimal error and without losing track of important details or deliverables. • Determines the relative impact and urgency of time-sensitive and complicated projects and tasks. • Supports others in setting priorities and eliminating roadblocks; aligns own priorities with the objectives of the company and the department. • Demonstrates initiative to handle tasks independently while working as one team. • Categorizes cases appropriately, allowing further analysis of incidents. • Produces and analyzes data, providing insights for sales, operations, and customers*. • Learns and suggests improvements to processes and procedures to help reduce customer* effort and improve operating costs. • Provides information to support creation of knowledge base articles, enhancements to templates, etc. • Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks and project responsibilities. • Identifies the objectives and resources required to successfully complete a project and completes work within established timeframes. • Allocates time to self-development while maintaining productive output. • Anticipates customers’* needs and provides quality service that exceeds customers’* expectations by asking actively probing questions to identify the root cause. Thinks ahead of possible questions in order to reduce contact propensity. • Has strong problem-solving abilities and ensures the highest level of service is achieved. • Provides the customers* with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the customer's* experience. • Develops deeper understanding of both standard offerings and major areas of expertise. • Applies products alongside policies to solve and troubleshoot customer* queries. • Develops relationships with customer* directly. • Skilled at adding value through recommendations of products, services, and insights that will meet the customers'* needs and improve marketplace performance. • Promote adoption of self-service customer* tools. • May assist in creating opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to build customer* account. • May develop relationships with customer* account team, including key buyers/decision makers. • May participate in face-to-face customer* events to promote company products, tools, market insights, and to resolve customer service issues. • Acquires a basic understanding of how the department operates and fits into the larger organization. • Begins to develop awareness of the policies, practices, trends and information that impact the organization and its customers*. • Assists in the development, testing, and communication of operational policies and procedures. • May research, analyze, and resolve (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue. • May navigate large-scale and complex data sources, from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholders. • May be asked to review existing materials, research key topics, and share learnings with team and/or other stakeholder groups.

The total cash range for this position in Austin is $52,500.00 to $73,500.00. Employees in this role have the potential to increase their pay up to $84,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits .

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request .

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs .

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.