Team Supervisor - Hotel Business Support

Team Overview

The Lodging Support Services team focuses on providing support for Expedia customers and Expedia hotel partner (supplier) experience including efficient transaction processing and providing mission critical linkages between our customers, Expedia, and our partners.

Job Functions:

•Provide subject matter expertise to agents.
•Support organizational strategy, focus & direction, and leading a culture of continuous improvement.
•Contribute to the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues
•Support and monitor KPIs and reporting tools to measure operational effectiveness.
•Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards, including those established by customer care - for customer communication and documentation. .
•Drive a culture of root cause analysis and continuous improvement
•Ensure issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures
•Maintain balance between big picture and moving individual issues to conclusion.
•Works directly with Expedia hotel partners (suppliers) in Expedia systems on behalf of market management teams in inventory management and other systems, training and guest support.
•Accesses up to 10 systems at any given time assisting suppliers and customers with resolution of financial questions, lodging or inventory inquiries and guest support.
•Provides customer service support assistance to Expedia guests with general questions.
•Provides support for escalated customer issues including re-accommodation (relocation to a new hotel) with accurate expense tracking and reporting.
•Successfully gather and analyze information in customer or supplier case management
•Assists Hotels with rejected card transactions - reissue credit cards numbers, provide training and usage guidance.
•Review accounting reconciliation data to ensure accuracy of processing.
•Makes effective decisions within his/her authority supporting Expedia customers and suppliers, escalate as necessary.
•Investigates and takes action to meet Expedia's needs.
•Growing functions in support of suppliers and customers - inventory management services, data entry, and training.
•Exercises good judgment in decision-making on behalf of customer and supplier relationship management
•Responsible for greeting customer in a courteous, friendly and professional manner according to company procedures.
•Responsible for guests relocations of hotel accommodations.
•Escalated Issues: Credits, Stop Sells, Closing Allotments, etc
•Maintain and promote excellent client relations by managing a prompt and accurate response to email and phone communications.
•Book/change/cancel reservations for lodging properties and provide necessary follow through.
•Be highly effective in managing multiple projects simultaneously.
•A problem-solver who can make independent decisions, be able to actively listen, and communicate clearly and concisely
•Maintain acceptable quality scores on all calls.
•Maintain acceptable level of performance.
•Provide solutions to the customer and provide any additional customer service /education as needed.
•Flexibility and willingness to assist where and when needed as directed by your Supervisor.

Requirements:

•Demonstrable supervisory experience in a call centre environment
•Strong leadership skills
•Strong written and verbal communication skills
•Ability to consistently provide excellent customer service in sometimes challenging circumstances
•Solid analytical skills, strategic planning, and business acumen
•Fluent proficiency & comprehension in English is required
•Fluency in multiple European languages preferred
•Travel industry background
•Degree preferred
•Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement
•Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results
•Experience in a dynamic, high volume environment
•Goal-oriented, and uses data in decision making process
•Builds relationships that are meaningful in achieving results

Technical Skills:

•Microsoft Office application skills, including Outlook, Access, and Excel
•Fluency with internet, computer usage and web-based application skills

Experience:

•Travel industry background with customer service support experience (preferred)
•Familiar with accounting terms and further financial operations will be an asset
•Previous experience in customer care position (preferred).

Education:

•University Degree (preferred)
•High School Degree or GED (required)

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.