Customer Service Associate - Spanish/English Support

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

Expedia Group is currently looking for motivated individuals who have an obsession for customer satisfaction to join our Service & Operations team. In this position, you will focus on resolving requests submitted by hotels and internal teams. Also, you can be supporting the onboarding process of new hotel partners. Dedicated and conscientious when dealing with partners and travelers, you will work closely with other departments to ensure the best resolution.

In this role, you will:

• Follows processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize partners effort

• Research and analyze data from various sources and tools to resolve partners issues.

• Initiates contact with partners where appropriate to solve the issue completely and to add value

• Assists partners in using provided technology as appropriate to help partners with future interactions.

• Follows up with individual partners until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution.

• Communicates in a timely manner and sets expectations regarding next steps and/or obligations of all parties.

• Summarizes issues of advanced complexity and frames recommended solutions.

• Identifies when an issue might impact other or future partners and escalates to supporting teams to drive resolution.

• Demonstrates attention during discussions by taking notes and asking clarifying questions.

• Restates and reflects back information to check for understanding.

• Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience.

• Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.).

• Communicate with multiple parties (Hotel partners) as needed to negotiate and resolve individual issues.

• 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.

• Asks for clarification and validates understanding of messages by providing appropriate responses.

• Handles and de-escalates issues that are escalated by partners

• Ability to succinctly and clearly communicate instruction on next steps and decisions on outcomes of investigations.

• Demonstrates ability to manage several tasks and meet deliverables with minimal error.

• Determines the relative impact and urgency of individual tasks.

• Appropriately makes difficult trade-offs on time and resources when faced with conflicting demands and high-priority deadlines.

• Highly effective in managing multiple software programs while conversing with different parties.

• Categorizes cases appropriately, allowing further analysis of incidents.

• Learns and suggests improvements to processes and procedures to help reduce partners effort and improve operating costs.

• Proposes solutions to prevent further occurrence of the problem, which will assist in reducing costs

• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.

• Provides adequate documentation on case records to notate interaction and support handling by other agents, partners, or customer service employees.

• Updates partners contact information and maintains a history of contact activity.

• Follows up and keeps others (e.g., senior leaders and team members) informed of progress on tasks.

• Completes work within established timeframes.

• Anticipates partners needs and provides quality service that exceeds partners expectations by asking probing questions to identify the root cause.

• Has strong problem-solving abilities and ensures the highest level of service is achieved.

• Provides partners with opportunities to improve their platform experiences and actively shares information on features and updates which can enhance the partners experience.

• Builds a working knowledge of products, technologies, offerings, etc. within scope of responsibility.

• Begins developing relationships with partners directly.

• Provides partners with basic, standard information regarding products/offerings.

• Recommends value add products, services, and insights that will meet the partners needs and influence marketplace behavior.

• Promote adoption of self-service partners tools.

• Acquires a basic understanding of how the department operates and fits into the larger organization.

• Assists in the development, testing, and communication of operational policies and procedures.

Experience and qualifications:

• Proficiency in English and Spanish

• Bachelor’s degree in related field; or equivalent related professional experience

• Advanced computer knowledge, including all core Microsoft Office programs.

• Strong ability to adapt to changes and learn new processes and systems quickly

• Solutions approach and a true interest for the partner and the traveler experience

• Exercise good judgment in decision-making

• Adept at resolving issues efficiently and effectively.

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