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.

Advanced Traveler Escalations Associate

At VRBO, we are committed to delivering exceptional traveler experiences. We believe that our team plays a pivotal role in achieving this goal. We are seeking an experienced and dedicated Traveler Service Associate in our team and help in maintaining service, quality, and traveler experience standards, and to ensure continuous improvement in our operations.Join our team and become part of an organization committed to making travel dreams a reality for our customers through excellence in traveler service.

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:

• Resolve escalated and complex customer inquiries related to travel bookings, configurations, and service consumption

• Collaborate with internal teams and stakeholders to address and escalate issues, ensuring customer satisfaction and resolution

• Mediate between travelers and partners when necessary, maintaining professionalism and empathy throughout

• Promote Expedia Group’s platforms, tools, and services, guiding customers to self-service solutions where appropriate

• Analyse case trends and provide insights to improve processes and reduce future escalations

• Communicate clearly and proactively with customers and internal teams, setting expectations and following through on commitments

• Mentor and support peers by sharing best practices and offering constructive feedback

• Balance multiple tasks and projects with precision, prioritizing based on urgency and impact

• Contribute to the development and refinement of operational policies, procedures, and knowledge base content

• Participate in customer-facing events or meetings to build relationships and promote Expedia’s offerings
  
  
  

Experience & Qualifications:

• 2+ years in customer service, preferably in a travel, hospitality, or technology environment

• You have an associate's degree or a bachelor's degree or equivalent related experience

• Proficient in Microsoft Office Suite; experience with CRM systems and travel industry tools is a plus

• Strong written and verbal communication skills; able to explain complex issues clearly and empathetically

• Demonstrated ability to resolve issues independently and think critically under pressure

• Proven ability to deliver high-quality service and build lasting customer relationships

• Experience working cross-functionally and mentoring peers in a collaborative environment

• Comfortable navigating ambiguity and change in a dynamic, fast-paced setting

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.