Executive Customer Relations Support Specialist

HomeAway Austin, TX
HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. HomeAway is part of the Expedia Group family of brands.

Opportunity:

HomeAway is growing its customer support and production operations group as it continues to build a culture of world-class service. Resolutions Specialists work directly with property managers who list their inventory to HomeAway's distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, are technically inclined and demonstrate creative thinking.

This position has openings at HomeAway's RPP and Penn Field Offices.

Responsibilities:

* Support property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts

* Help to analyze and identify issue severity levels and follow appropriate escalation procedures

* Be the customer's primary point of contact through resolution and delight the customer throughout that process

* Educate customers in best practices for using HomeAway applications

* Stay up-to-date on product changes in order to provide accurate and thorough support

* Advocate for customer needs by suggesting customer experience improvements

* Meet appropriate productivity and quality levels in support of world-class service standards

* Build positive rapport and communicate effectively with different personality types

* Apply the proper service etiquette to satisfy various customer situations

* Display flexibility towards shifts as per business requirements

* Assist with process and knowledge base documentation as needed to help further the team's overall knowledge in support of customers

Key Competencies:

* Questioning and listening skills that support effective communication

* Strong judgment to handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects

* Resiliency to effectively address and handle job stress and upset customers

* Ability to build rapport, communicate appropriately with different behaviors, and apply appropriate control of customer contacts

* Ability to adapt quickly to product and procedure changes

* Very detail and service-oriented

* Moderate supervision needed; demonstrates initiative to handle more tasks independently

Required Qualifications:

* Must be at a S2 level or above

* 2+Years of customer service experience, preferably in a technical contact center supporting enterprise customers

* Validated experience with MS Office Suite and CRM systems

* Minimum typing skills of 50 wpm

* High level of determination to follow issues through to resolution

* Ability to work in dependently and in a team environment

* Ability to multi task and dynamically prioritize tasks

Preferred Qualifications:

* Experience supporting and troubleshooting B2B software

* Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites

* Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required.

Benefits & Perks:

* Competitive health and insurance benefits.

* Competitive salary.

* Annual target bonus or commission.

* Paid vacation and sick time.

* Vacation rental on a yearly basis (taxable benefit).

* Employee Stock Purchase Program.

* Free snacks and beverages.

* Frequent company update talks with our leadership team.

* Free listing on HomeAway.com.

* Electronic, adjustable stand-up desk.

* Discounted Metro & Rail pass.

* Casual dress.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.