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Customer Service Lead Tier 3- EAN Global Escalations

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Springfield, MO
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Job Type
Full Time
Education Level
Career Level
Manager (Manager/Supervisor of Staff)
Job Reference Code
About the Job
Req ID:
Required Education:
Not Indicated
Required Experience:
3-5 Years
Customer Service Lead Tier 3- EAN Global Escalations
A lead agent is an agent with valued experience and insight into customer service issues. Fellow associates can look to a lead agent for assistance and direction regarding issues or questions as to proper office procedure, client requests or responses that might arise on a daily basis. The position of lead agent requires exemplary performance in customer service. They set an example of professionalism and high quality Customer Care when discussing escalated customer service issues with clients, associates and management. Lead agents must be excellent problem solvers, have a strong work ethic, a positive attitude and have professional telephone and email etiquette. Top-notch communication and organizational skills are required of this position. Thorough knowledge of Rezanator, World Span, SABRE, Excel, Word, and AS400 is a must. Navigator, Tagish and Voyager would be desirable.
Minimum qualifications for this position include but are not limited to:
High school diploma or equivalent
Professional phone etiquette
Transportation to and from work
Must be able to work flexible schedule with possible rotating shifts
Must be able to perform multiple tasks
Must be able to work with minimal direction
Problem solving abilities
Ability to think outside of the box
Ability to work through technical issues to establish root cause and be able to communicate this to resolution teams
Process design and redesign
Working knowledge of basic office computer software
Working knowledge of email and Internet systems
Understanding of multi-line phone system
Communication skills both verbal and written
Adequate typing skills
Compiling daily reports
Facilitate meetings
On the spot coaching
Able to assume the duties of a customer care agent
Relief Team Supervisor (in Supervisor absence)
Other duties as assigned
Preferred Qualifications for this position include but are not limited to:
Previous supervisory experience
Experience in the Travel Industry
6 to 12 months Internet based travel / computer experience
Working knowledge of travel suppliers/vendors/booking systems
The ability to embrace change
Background/experience that indicates dependability, flexibility and ability to work in a fast paced environment.
**MEMBERS ONLY**SIGN UP NOW***. is the world’s leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. **MEMBERS ONLY**SIGN UP NOW***. also provides in-destination concierge service and activity desks for travelers. The **MEMBERS ONLY**SIGN UP NOW***. portfolio of brands includes:®,®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. **MEMBERS ONLY**SIGN UP NOW***.’s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. **MEMBERS ONLY**SIGN UP NOW***. is a component of the S&P 500 index. For more information, visit ****(NASDAQ: EXPE).
***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. ***

Company info

Expedia, Inc.
Website :