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.

Lodging Partner Associate

We’re looking for a dedicated and motivated customer advocate to support our lodging partners and customers with booking, configuring, and consuming Expedia Group travel-related services. You’ll handle inquiries and issues across multiple channels, using your problem-solving skills and eye for detail to make every interaction simple, efficient, and effective. If you enjoy investigating complex situations, explaining next steps clearly, and delivering a best-in-class service experience, this role could be for you!

Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our focus on customer-centric innovation enables us to develop products that build loyalty and repeat business. We partner closely with teams across Expedia Group to drive growth and achieve results for our customers and the company.

In this role, you will:

• Assist lodging partners and customers with questions and inquiries related to booking, configuring, and consuming Expedia Group travel-related services.

• Follow processes relevant to each work channel (e.g., callbacks, holds, interruptions, and unintentional disconnects) to minimize customer* effort and ensure a smooth experience.

• Research and analyze data from various sources and tools to understand issues, identify root causes, and determine effective resolutions.

• Initiate contact with customers* and partners where appropriate to fully resolve issues and add value beyond the initial request.

• Help customers* and partners use provided technology and self-service tools to make future interactions easier and more efficient.

• Own individual cases from start to finish, following up until issues are resolved or appropriately handed off to supporting teams, while clearly communicating next steps and responsibilities.

• Summarize issues of advanced complexity and frame clear, actionable recommended solutions.

• Identify when an issue may impact other or future customers* and escalate to supporting teams to drive broader resolution.

• Communicate professionally and empathetically in a multi-channel environment (voice, chat, email, case management, etc.), adjusting your style based on the audience.

• Manage multiple tasks and software programs at the same time while maintaining accuracy, prioritizing work based on impact and urgency, and meeting established timeframes.

• Categorize cases appropriately so incidents can be analyzed and supported by other agents, customers*, or customer service employees.

• Provide thorough documentation on case records, updating customer* contact information and maintaining a clear history of contact activity.

• Learn and suggest improvements to processes and procedures that reduce customer* effort, prevent repeat issues, and improve operating costs.

• Propose solutions to prevent recurrence of problems and contribute to the development, testing, and communication of operational policies and procedures.

• Promote adoption of self-service customer* tools and share information on features and updates that enhance the customer’s* experience.

• Build working knowledge of products, technologies, and offerings within your scope and begin developing relationships directly with customers* and partners.
  

Experience and Qualifications:

• 2+ years of customer service experience, ideally in a customer-facing or contact center environment.

• Bachelor's degree or Master's Degree or equivalent related professional experience.

• Strong verbal and written communication skills, with the ability to demonstrate professionalism, appropriate empathy, and adjust style/format based on audience.

• Comfortable communicating in a multi-channel environment (e.g., voice, chat, email, case management, etc.) and interacting with multiple parties (customers, partners, internal teams) to resolve issues.

• Demonstrated active listening skills, including taking notes, asking clarifying and probing questions, and restating information to confirm understanding.

• Able to handle and de‑escalate issues raised by customers*, clearly communicating decisions and next steps.

• Proven ability to manage several tasks simultaneously, determine the relative impact and urgency of individual tasks, and make appropriate trade-offs under conflicting demands and deadlines.

• Highly effective in working with multiple software programs while conversing with customers* and partners.

• Knowledge of customer* case management software and tools, with advanced computer skills including all core Microsoft Office programs.

• Strong problem-solving abilities, with a focus on identifying root causes, preventing recurrence, and ensuring the highest level of service is achieved.

• Attention to detail in categorising cases, documenting interactions, and maintaining accurate customer* information and history.

• Curiosity and continuous improvement mindset, with the ability to suggest process enhancements that reduce customer* effort and improve operating costs.

• Basic understanding of how the department operates and fits into the broader organization, with interest in supporting the development, testing, and communication of operational policies and procedures.

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, religion, gender, sexual orientation, national origin, disability or age.