Customer Service Representative - Overnight

Customer Support Representative, Overnight Only

HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Customer Support 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.  Looking for individuals with experience working overnight shifts in a call center environment.  This position will be located at our Penn Field office only.

- 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
- Must have overnight call center experience

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.

- Great Medical & Dental Plans
- Highly Competitive Pay
- Target Annual Bonus
- 4 weeks Paid Vacation
- Employee Purchase Discount Plan
- Discounted vacation rental on a yearly basis (taxable benefit)
- Free drinks & snacks
- Weekly company update talks with our leadership team
- Free Listing on HomeAway.com
- Discounted Metro Bus & Rail pass
- Electronic adjustable stand up desk
- Casual dress code

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