Customer Service Representative

About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity:

HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Customer Service Representatives work directly with property managers who list their inventory to HomeAway’s distribution network. The most successful applicants are those who thrive in a culture of rapid growth, frequent change, technically inclined and outside the box thinking.


Responsibilities:

  • Support property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts
  • Help to analyze and identify issue severity levels and follow appropriate escalation procedures
  • Be the customer’s primary point of contact through resolution and delight the customer throughout that process
  • Educate customers in best practices for using HomeAway applications

  • Stay up-to-date on product changes in order to provide accurate and thorough support
  • Advocate for customer needs by suggesting customer experience improvements 

  • Meet appropriate productivity and quality levels in support of world-class service standards 
  • Build positive rapport and communicate appropriately with different personality types

  • Apply the proper service etiquette to satisfy various customer situations
  • Display flexibility towards shifts as per business requirements
  • Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers

Key Competencies:

  • Questioning and listening skills that support effective communication
  • Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
  • Resiliency to effectively deal with job stress and upset customers
  • Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts
  • Ability to adapt quickly to product and procedure changes
  • Must be detail and service-oriented
  • Moderate supervision needed; demonstrates initiative to handle more tasks independently

Required Qualifications:

  • 2+ Years of customer service experience, preferably in a technical contact center supporting enterprise customers
  • Demonstrated experience with MS Office Suite and CRM systems
  • Bachelor’s degree preferred, but will accept equivalent experience in field
  • Minimum typing skills of 50 wpm

  • High level of determination to follow issues through to resolution
  • Ability to work independently and in a team environment
  • Ability to multitask and dynamically prioritize tasks

Preferred Qualifications:

  • Experience supporting and troubleshooting B2B software
  • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
  • Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required.

Benefits:

  • Competitive health and insurance benefits
  • Competitive salary
  • Annual target bonus or commission
  • Paid vacation and sick time
  • Vacation rental on a yearly basis (taxable benefit)
  • Employee Stock Purchase Program
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electric, adjustable stand-up desk
  • Discounted Metro & Rail pass
  • Casual dress code

Meet Some of HomeAway's Employees

Shanaz H.

VP, Information Systems

Shanaz develops and manages various aspects of the HomeAway technological platform. She oversees HomeAway's database, analytics, CRM, and ERP systems.

Alexander D.

Software Architect - Mobile

Alexander designs the software for HomeAway's Android and iOS native mobile applications. Managing both software and server components, Alexander is responsible for overseeing the quality of HomeAway's digital offerings.


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