Relocation Support Specialist Hotels.com Relocation Support Specialists represents Expedia and its Affiliates by servicing clients and suppliers through exceptional customer service via phone, email and workbaskets. The GCO Relocation Support Specialist will utilize specified Expedia computer programs and phone systems to resolve travel needs for our customers. Agent will offer courteous and professional customer service, creative problem solving and information to clients and suppliers . Responsibilities: Responsible for handling escalated issues such as Guest Relocations, Credits, Stop Sells and Closing Allotments, etc. Identifying and working to resolve problems Case Management Conflict resolution Deliver outstanding verbal and written communication Ask the right questions and be an excellent listener in order to identify any issues that are an obstacle Able to handle and de-escalate potential irate customers and/or suppliers Provide timely follow-up Updating contact information changes and maintaining a history of contact activity Define and deliver continued improvement Supports and provides superior customer service via telephone and email Manages requests regarding confirmed reservations and/or specific properties Manages requests regarding services provided Uses an effective approach to handle special tasks like call backs, holds, interruptions, and unintentional disconnects Effectively deal with job stress, angry callers, and upset customers while providing each guest with a professional and courteous greeting and outstanding guest service Efficiently retrieves information from website and internal systems Correctly follows company procedures to manage requests and complaints Follows up with individual customers or suppliers until the issue is resolved Correctly registers all transactions in information systems Uses automated information systems to analyze the customers situation Skilled at negotiating solutions to new and various problems Performs consistently with the teams objectives Be highly effective in managing multiple software programs while conversing with hotel support staff. Other duties as assigned Experience and Qualification: High School diploma with some college preferred Minimum Qualifications 6 to 12 months Customer Service experience and/or experience in the Travel Industry 6 to 12 months Internet based travel / computer experience Transportation to and from work Must be able to work flexible schedule with possible rotating shifts Flexibility to execute on heavy call volume in a fast-pace setting Strong interpersonal skills and demonstrated ability to work in a team environment Proven ability to juggle multiple duties and prioritize Must be able to work with minimal direction Creative problem solving abilities Working knowledge of basic office computer software Working knowledge of travel suppliers/vendors/booking systems Working knowledge of email and internet systems Working knowledge of Salesforce, Admin Tools, Voyager, Navigator and Avaya Excellent written and verbal communication skills Ability to adapt to and support change within the business Strong listening skills to be able to identify customer needs Self-motivated with the ability to work independently The ability to communicate effectively at all levels from executive management to individual contributor Ability to perform work activities requiring negotiating, instructing, supervision, persuading or speaking with others Background/experience that indicates dependability, flexibility and ability to work in a fast paced environment Strong call center experience strongly desired Relocation (Y/N): N * LI-RR2 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 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.