Lodging Partner Associate

Expedia is currently looking for an action-oriented and motivated individual who is obsessed with customer satisfaction to join our Lodging Operations team. In this position, you will focus on providing inbound (through inbound calls, cases - email & chat) and outbound support to Expedia hotel partners. Looking for dedicated and compassionate team members (while dealing with suppliers / hotel partners) and who can work closely and collaborate with other functions to ensure best resolution. One needs to be versatile in managing multiple software programs, provide prompt and accurate responses over email, phone & chat communications and provide a simple, rapid, competent support experience. What you'll do: Respond to queries related to booking, basic finance related queries - rate calculations, refunds, configuring, or consuming Expedia Group travel-related services Respond to inventory management inquiries Process partner transaction requests and support inquiries relating to rates and inventory Proactively contact lodging partners to seek clarification and resolve issues. Initiate contact with customers* where appropriate to solve the issue completely and to add value Follow processes relevant to each work channel (e.g., around call backs, holds, interruptions, and unintentional disconnects) to minimize customer* effort Research and analyze data from various sources and tools to resolve customer* issues Follow up with individual customers* until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution Communicate in a timely manner and set expectations regarding next steps and/or obligations of all parties Summarize issues of advanced complexity and frame recommended solutions Identify when an issue might impact other or future customers* and escalate to supporting teams to drive resolution Advocate and educate partners on self-service support (as recommended by process) Maintain strong stakeholder and partner relationships with a positive attitude and outgoing nature Adhere to defined policies and procedures while meeting performance expectations Keen to be a part of test and learn projects Respond to critical & complex lodging partner issues, partner with market managers and other internal teams Constantly have a growth mindset - open to quickly adapt to changes Articulate in both verbal and written communication, demonstrating professionalism and appropriate empathy as well as ability to adjust style/format based on audience Able to communicate effectively in a multi-channel environment (e.g., voice, chat, email, case management, etc.) Demonstrate ability to manage several tasks and meet deliverables with minimal error Determine the relative impact and urgency of individual tasks Provide adequate documentation on case records to notate interaction and support handling by other agents, customers*, or customer service employees Learn and suggest improvements to processes and procedures to help reduce customer* effort and improve operating costs Recommend value add products, services, and insights that will meet the customers'* needs and influence marketplace behavior Provide customers* with opportunities to improve their platform experiences and actively share information on features and updates which can enhance the customer's* experience Has strong problem-solving abilities and ensures the highest level of service is achieved

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.