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Customer Service Lead Tier 3- EAN Global Escalations Job

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Location
Springfield, MO
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Customer Service Lead Tier 3- EAN Global Escalations

JOB ID #: \n23179
COMPANY: Expedia Affiliate Network
LOCATION: USA - MO -\nSpringfield
FUNCTIONAL AREA: Customer Service and Call\nCenter
EMPLOYMENT TYPE: Full-Time Regular
EDUCATION REQUIRED: Not\nIndicated
EXPERIENCE REQUIRED: 3-5 Years
RELOCATION PROVIDED: \nNo

POSITION DESCRIPTION

Customer Service Lead Tier 3- EAN Global\nEscalations

A lead agent is an agent with valued experience and\ninsight into customer service issues. Fellow associates can look to a\nlead agent for assistance and direction regarding issues or questions\nas to proper office procedure, client requests or responses that might\narise on a daily basis. The position of lead agent requires exemplary\nperformance in customer service. They set an example of\nprofessionalism and high quality Customer Care when discussing\nescalated customer service issues with clients, associates and\nmanagement. Lead agents must be excellent problem solvers, have a\nstrong work ethic, a positive attitude and have professional telephone\nand email etiquette. Top-notch communication and organizational skills\nare required of this position. Thorough knowledge of Rezanator, World\nSpan, SABRE, Excel, Word, and AS400 is a must. Navigator, Tagish and\nVoyager would be desirable.

Minimum qualifications for this position\ninclude but are not limited to:

High school diploma or\nequivalent
Professional phone etiquette
Transportation to and from\nwork
Must be able to work flexible schedule with possible rotating\nshifts
Must be able to perform multiple tasks
Must be able to work\nwith minimal direction
Problem solving abilities

Ability to think\noutside of the box

Ability to work through technical issues to\nestablish root cause and be able to communicate this to resolution\nteams

Process design and redesign
Working knowledge of basic office\ncomputer software
Working knowledge of email and Internet\nsystems
Understanding of multi-line phone system
Communication skills\nboth verbal and written
Adequate typing skills
Compiling daily\nreports
Facilitate meetings
On the spot coaching
Able to assume the\nduties of a customer care agent
Relief Team Supervisor (in Supervisor\nabsence)
Other duties as assigned

Preferred Qualifications for this\nposition include but are not limited to:

Previous supervisory\nexperience
Experience in the Travel Industry
6 to 12 months Internet\nbased travel / computer experience
Working knowledge of travel\nsuppliers/vendors/booking systems
The ability to embrace\nchange
Background/experience that indicates dependability, flexibility\nand ability to work in a fast paced environment.

ABOUT EXPEDIA,\nINC.
**MEMBERS ONLY**SIGN UP NOW***. is the world's leading online travel company,\nempowering business and leisure travelers with the tools and\ninformation they need to easily research, plan, book and experience\ntravel. **MEMBERS ONLY**SIGN UP NOW***. also provides in-destination concierge service\nand activity desks for travelers. The **MEMBERS ONLY**SIGN UP NOW***. portfolio of\nbrands includes: Expedia.com

Company info

Expedia, Inc.
Website : http://www.expediainc.com