• Responsible for priority escalations from various sources including customer support team, TripAdvisor management, legal department, public relation & social media sources, as well as issues filed with external consumer agencies
• Research, analyze and resolve customer (internal and external) issues by e-mail and phone in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue
• Triage, analyze, and log bugs within the appropriate internal channels
• Manage case intake and resolution to ensure response time goals are met
• Work closely with the Customer Relationship Manager in managing escalations efficiently across regions and provide helpful insights to improve TA customer service through reduced complaints
• Other duties and projects as assigned

Skills and Requirements:

• Customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external Customers 
• Essential skills include problem solving, negotiation, instruction, supervision, persuasion, multi-tasking and risk mitigation as well as data analysis and research skills
• Ability to work in high stress environment; managing stress in a professional manner
• Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment
• Strong verbal and written English language communication skills
• Ability to assess Customer needs and adjust communication style accordingly
• Excellent interpersonal skills with ability to positively influence others
• Ability to work independently and collaborate with teammates
• Ability to work in a potentially high-stress environment
• Strong technical skills and computer knowledge, including all Microsoft Office programs