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Are you passionate about travel? Do you want to be in a high-paced, high-energy workplace bent on revolutionizing the industry? Are you looking for a meaningful and rewarding career in a customer-centric team environment, where you get to use your training and analytical skills to help our customers achieve their business goals? If so. we'd love to speak to you!
Vrbo has an exciting opportunity for passionate, high energy Customer Services Specialists. Vrbo, a member of the Expedia Group family of brands, with its head office in Austin, Texas, is the world’s leading online marketplace of holiday rentals. We offer an extensive selection of holiday homes that provide travelers with memorable experiences and benefits, especially more room to relax, for less than the cost of traditional hotel accommodations. We also make it easy for holiday rental owners and property managers to advertise their properties and handle bookings online.
The Customer Services Specialist is a member of the Vrbo Software Customer Experience (CE) team. This position is located in Australia, and includes global work with the US team; as such some travel and participation in some meetings outside of normal office hours may be required.
This person provides comprehensive implementation/on-boarding training, project management, and ongoing product support globally related to Vrbo’s software products for holiday rental operations. The Customer Services Specialist is responsible for executing on all aspects of the implementation training process. This includes following training processes, direct training and consulting with customers all while providing a positive customer experience. The Customer Services Specialist also provides exceptional product support for our customers by responding quickly and effectively to not only resolve their issues, but also train them to get maximum value from Vrbo software. This person also acts as an advocate on the customers’ behalf as Vrbo continues to develop and improve software products.
In addition to software training and consulting, this position includes assisting in other implementation responsibilities, including monitoring projects for AU and NZ customers. Directly communicating with US project managers as well as AU and NZ customers regarding implementation progress is also a responsibility of this position.
We are looking to have this role based in either Sydney OR Newcastle.
What you'll do:
Provides training/consulting services in multiple implementation training projects to enable customers to set up, learn, and use their new software
Leads customer-facing sessions including business analysis, data migration and entry, business rules set-up, reservations and accounting training, Go Live readiness, and post-implementation consulting
Works very closely with implementation Project Management Specialists on training issues and assists with customer communication and project follow-up, as needed
Documents implementation training issues and customer progress internally following team procedures
Works closely with the US and AU teams to deliver a positive implementation and support experience
Troubleshoots customer problems and answers support questions via phone and email
Assists with developing and executing plans for customers with specific needs
Identifies and tracks software development issues in JIRA, as needed
Plans and owns execution of other related projects, as assigned
Participates in team meetings and contributes to continual improvement in implementation and support
Provides feedback and suggestions on products, issues, processes and procedures to improve efficiency and offer customers a better experience
Works cross-functionally with other Vrbo teams including product, channel partners, and online content, as needed
Who you are
You'd be great for this role if you have great skills around:
Build Customer Loyalty: Effectively meet customer needs; build productive customer relationships; take responsibility for customer satisfaction and loyalty.
Communication: Clearly convey information and ideas through a variety of media in a manner that helps our customers understand and retain the message.
Resilience: Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization.
Quality / Attention to Detail: Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks.
Time Management: Effectively manage time and resources to ensure that work is completed efficiently.
Detail-attentive, quality-focused, ability to work independently
Superb time management skills
Excellent oral and written communication skills
3-5 years of experience in training, client services project management, or product support/engagement management, preferably in a software environment
Ability to work with customers up to several months and keep implementation on track
Ability to handle multiple customer projects at one time and ensure timely delivery of implementation training services and timely support case resolutions
Ability to understand complex situations and contribute to successful resolution of issues, as needed
Bachelor’s degree or equivalent
Experience with travel/holiday rental industry a plus
Why join us?
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
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.