Interested in growing your career at a fast-growing media travel site? TripAdvisor Vacation Rentals is seeking a Customer Care Associate to take responsibility for managing relationships with our independent vacation rental owner customers who list their properties with TripAdvisor Vacation Rentals, and assist travelers with online bookings. This individual will serve as a main point of contact for both prospective and current customers to discuss services offered, provide recommendations to help customers optimize their property listings, and assist with traveler support issues.

RESPONSIBILITIES

• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable and anticipate future questions to prevent the need for additional contacts, and document interactions through contact tracking
• Provide high quality customer service and support in a variety of areas including, but not limited to billing, online bookings, cancellations, account management, and escalations
• Professionally assist vacation rental suppliers through various inbound channels (example, phone calls, email, social media, chat, etc.) including account creation, property listing creation/editing, and using our account management tools.
• Professionally advise travelers on how to use the site, to find a rental, and provide assistance on any questions or issues they have regarding a reservation, and assist with the online booking.
• Review property listings and provide recommendations for both new and existing customers to help them optimize results from the program and maintain strong customer retention
• Conduct win-back and feedback-gathering processes for current customers considering their deactivating accounts
• Answer questions and communicate benefits to prospective customers about our programs via phone, email, and online live chat, social media
• Work as a liaison between customers and our product and development teams, which includes summarizing customer feedback and issues to help manage prioritization of development work
• Ability to manage escalated cases with professionalism
• Use automated information systems to analyze the customer’s situation
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Keep accurate and detailed records of discussions and correspondences with customers.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Utilizes keen problem solving skills to make sound decisions in assessing the needs of the customers by giving accurate information and providing first call resolution
• Works with leadership and peer group to help ensure processes are up to date and effective
• Maintains a high level of working knowledge about our products and processes

REQUIREMENTS

• +1 year relevant experience in a customer service role is required. Previous experience working various shift times. 
• This role will have a rotating shift schedule. Ability to work weekends, and occasional holidays is required.
• High enthusiasm and interest working directly with customers and solving customer problems.
• Excellent verbal and written communication skills in English; high comfort level receiving inbound and outbound communications via phone, email, social media, chat, etc.
• Strong organization skills and attention to details
• Ability to work in a multi-cultural environment, proven adaptability to differing cultural and business environments
• Interpersonal skills with ability to work both independently and within a team environment
• Strong proficiency with Internet-based applications
• Ability to be flexible and work in a fast-paced environment, with ease and a calm demeanor.
• Utilize multiple platforms and applications simultaneously

Preferences

• Previous social media experience in a professional organization.
• Contact center work within a 24/7 operational environment.

As part of our dedication to the diversity of our workforce, TripAdvisor is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

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