Traveler Service Associate, Vrbo Premium

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Traveler Service Associate, Vrbo Premium
Assist customers with booking, configuring, and using Expedia Group travel-related services through a 100% voice-based customer service process. Resolve customer questions and issues efficiently and effectively while delivering a high-quality experience over the phone.

What You'll Do:

• Resolve customer issues by researching and analyzing information from multiple sources and tools.

• Follow voice-process procedures, including callbacks, holds, interruptions, call transfers, and unintentional disconnects.

• Communicate clearly and empathetically, set expectations, and explain next steps and outcomes.

• Listen actively, ask probing questions, clarify information, and identify root causes.

• Handle and de-escalate escalated customer concerns.

• Follow up with customers until issues are resolved or appropriately handed off.

• Communicate with customers, partners, and internal teams by phone to negotiate and drive resolution.

• Document case interactions accurately, categorize cases, and maintain customer contact information.

• Identify issues that may affect other customers and escalate them to supporting teams.

• Manage multiple tasks, systems, and priorities while meeting established deadlines.

• Recommend solutions that prevent recurring issues and reduce customer effort and operating costs.

• Help customers use self-service tools and provided technology for future interactions.

• Identify opportunities to improve customers’ platform experiences and share relevant product features and updates.

• Build knowledge of products, technologies, and offerings within the area of responsibility.

• Provide standard product and service information and recommend relevant value-added solutions.

• Support the development, testing, and communication of operational policies and procedures.

• Keep team members and leaders informed of progress, priorities, and potential risks.

Who you are:

• You have at least 1 year of customer service experience, preferably in a voice-based process.

• You have experience in the travel domain; knowledge of hotels, bookings, and lodging is good to have.

• You have an associate degree or equivalent experience.

• You have knowledge of customer case-management software and tools.

• You have advanced computer skills, including proficiency with Microsoft Office programs.

• Strong verbal communication skills are required, with the ability to communicate clearly, confidently, professionally, and empathetically over the phone.

• You can adapt your communication style to different customers and situations while maintaining a professional voice presence.

• You demonstrate empathy, patience, and strong active-listening skills.

• You are confident asking thoughtful follow-up questions and validating understanding.

• You have strong problem-solving and decision-making abilities.

• You can manage multiple priorities and software programs with minimal errors.

• You can assess urgency, make trade-offs, and work effectively under pressure.

• You demonstrate sound judgment when selecting approaches to resolve issues.

• You are proactive in identifying customer needs and opportunities to improve service.

• You are comfortable learning new products, technologies, processes, and procedures.

• You are committed to delivering service that meets or exceeds customer expectations.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity