Introduction to team:

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.

The Traveler and Partner Services Platform Team provides information, support, and training to our valued property partners and internal Expedia teams. With teams in more than 35 locations around the world, we are passionate about fast and effective operations with our primary goal of providing resolution the first time, every time. We value learning and development and invest heavily in our groups to provide an extraordinary environment for growth and the ability to pursue your career dreams. In this position, you will focus on providing inbound and outbound support to our hotel and property partners. By putting yourself in the shoes of the partner, you will help them best serve our travelers. You will be versatile in handling multiple software programs, prompt and accurate in your responses to email, phone and chat communications and provide a simple, rapid, competent support experience. Dedicated and compassionate when dealing partners and travelers, you will work closely with other departments to ensure the best resolution on the first contact.

In this role, you will:

• Promote excellent partner relations by managing accurate responses with a positive attitude and service behavior

• Respond to inquiries or requests in inventory management, data entry, and training

• Call partners to resolve current and future issues (questions, changes, etc.)

• Provide partners self-service support and maintenance by educating the relating functions of the platform

• Flexible and focused in adhering to procedures, standards, and performance expectations

• Manage financial transaction support (disputes, questions, etc.) to partners across multiple account models

• Administer accounting related processes, including accounts payable inquiries from conventional lodging partners

• Build and handle new and/or updating existing room type and rate plan, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules

• Manage new hotel acquisition and onboarding contract administration including contract checklist and management

• Collaborate with market management teams and other internal teams to resolve critical & complex hotel partner issues

Experience and qualifications:

• High School Diploma and college degree in related field or equivalent related professional experience

• Experience in customer service-oriented industry

• Hotel/Travel industry experience will be a plus

• Expert in computer usage including Microsoft Office products and web-based applications.

• Familiar with accounting terms and additional financial industry knowledge will be an asset

• Choose Fearlessly: Solutions mindset and a real passion for the partner and the traveler experience. Ability to handle situations effectively; to set expectations and deliver information in a positive way

• Go Get What’s Next: An individual who will take ownership of problem resolution. Excellent time-management and prioritization skills

• Trust Each Other and Include Consciously: Listens carefully and attentively to others’ opinions and ideas. Listens to others’ perspectives and clarifies meaning before responding

• Force Simplicity: Keen eye for detail and high level of accuracy. Exercise good judgment in decision-making

#LI-MC1