Travel Service Associate

Traveler Service Associate, Premium

The Traveler Service Associate is responsible for handling interactions with customers that route through multiple channels and providing a best‑in‑class customer experience to our travelers. The ideal candidate is a self‑starter with a passion for helping travelers solve complex issues in highly stressful situations.

This role is within the Traveler and Partner Service Platform organizations, which services customer requests from across many brands of Expedia Group.

• Lead the resolution of issues on all traveler related issues
• Research, analyze and resolve traveler issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue
• Provide travelers with best-in-class service that drives loyalty to all Expedia Group’s multiple brands
• Research and analyze data from various sources and tools—especially GDS (Airline Computer Reservation Systems) to close traveler and supplier issues
• Identify service problems and conduct root‑cause analysis whilst signposting possible solutions
• Establish and maintain positive working relationships with management, corporate, network, co‑workers, and partners
• Maintain a flexible approach to ensure established service levels are achieved at all times
• Maintain up-to-date Traveler Support Agent skillset
• Maintain confidentiality
• Other duties and projects as assigned

• Customer‑centric attributes and traveler‑focused with the ability to work effectively and professionally with both internal and external customers
• Advanced analysis skills to include skill in situational analysis and risk mitigation
• Ability to work in a high‑stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers
• Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly
• Strong technical skills and computer knowledge, including all Microsoft Office programs
• Able to adapt well to change
• High School Diploma or Equivalent related professional experience
• Schedule flexibility
• 2 years+ experience in a contact center

The total cash range for this position in Springfield is $38,500.00 to $54,000.00. Employees in this role have the potential to increase their pay up to $61,500.00, 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 offers a wide range of benefits to support employees and their families, including medical, dental, vision, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

Expedia Group 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, veteran status, or any other characteristic protected by law. 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.