EPS Global Escalations Agent

EPS Global Escalations Agents are responsible for handling Expedia Partner Solution’s highest level of service issues to ensure our travelers’ concerns are resolved efficiently. Agents provide knowledge and expertise to all Expedia Operation Centers and partner businesses to effectively resolve any service-related issues, while balancing both the needs of the traveler and the business and supporting Expedia’s retention initiatives through three focus areas: research, service and operations. Additionally, issues relating to the provision of all functions to Partners would be handled, and sensitivity in assisting resolutions of all issues is required.

What you'll do:

• Assist with inquiries from all EPS Partners, Sales Team Members, Internal departments, etc.

• Research, analyze and resolve customer/partner issues in an accurate and timely manner by using appropriate tools and resources to assess situations and build appropriate resolutions, while retaining ownership of the issue

• Handle queues for areas of responsibility to ensure response time goals are met

• Research and analyze data from various sources related to customer and supplier issues; effectively resolve escalated issues

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

• Identify service problems and conduct root cause analysis

• Handle workload to ensure established service levels are achieved at all times

• Proficient in payment processing and reconciliation

• Access, research and analyze to resolve customer activities on EPS websites

• Maintain confidentiality

• Regular on-site attendance required

• Other duties and projects as assigned

Who you are:

• Bachelor's or Master's degree in a related field; or equivalent related professional experience

• Represent EPS in the utmost professional and positive manner

• Establish and maintain positive working relationships with agents, peers, management, corporate, network, coworkers and partners

• Excellent social skills with ability to positively influence others

• Ability to work in high stress environment; handling stress in a professional manner and without disruption to the operation, employees, or customers

• Show good judgment and common sense

• Strong verbal and written communication skills

• Ability to assess the customer and adjust communication style accordingly

• Strong organizational skills managing competing priorities

• Ability to effectively multi-task and follow-through in a timely manner

• Ability to perform work activities requiring negotiating, instructing, supervision, persuading or speaking with others

• Advanced analysis skills to include skill in situational analysis and risk mitigation

• Demonstrate strong research skills

• Strong technical skills and computer knowledge, including all Microsoft Office programs

• Thorough and complete knowledge of travel industry procedures, policies and applications

• Ability to adapt well to change

• Creative problem-solving skills and attention to detail

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The total cash range for this position in Springfield is $36,000.00 to $50,500.00. Employees in this role have the potential to increase their pay up to $57,500.00, 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.

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.