At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.Traveler Service Associate, EscalationsWe are expanding our Escalations Teams to foster a culture of excellence. If you're passionate about delivering an exceptional customer experience and thrive in a dynamic and evolving environment, we want you to join us!We are currently hiring for the Real Time Escalations - Tier 3 Team, previously known as Global Escalations, Online.What you'll do:Lead the resolution of high-profile service issues and priority escalations from customers on Real Time via Phone or ChatAssist in the development, testing, and communication of operational policies and proceduresFollows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolutionAssist customers in using provided technology as appropriate to help customer with future interactionResearch, analyze, and resolve customer cases by using appropriate tools and resources to assess situations and craft resolutions appropriate, while keeping ownership of the issueContact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management, etc.)Handle queues for areas of responsibility to ensure response time goals are metResearch and analyze data from various sources related to customer and supplier issuesIdentify problems, conduct root cause analysis and propose forward looking solutionsDocument and provide executive reporting on individual issue outcomes as well as proposals for future preventionInitiate contact with customers where appropriate to solve the issue completely and to add valueWho you are:3+ years of experience in a similar roleExperience on GDS tools like Amadeus, Sabre, worldspan, etcExcellent written and spoken English communication skills to assess customer needs and adjust communication style accordingly. Ability to explain complicated situations in simple termsContact center expertise and customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers. Escalation expertise is a plusThorough knowledge of hotel/travel industry procedures, policies, and applicationsCritical thinking and decision making are essential for the role. Skilled in fair and impartial discernmentShould be flexible with shifts and able to work in a 24*7 environment (rotational shift and willing to work on weekends) Interest and/or experience in metrics, reporting, and data analysis a strong plusStrong analytical skills and creative problem-solving ability to include situational analysis and risk mitigation, to ensure the highest level of service is achievedAbility to work in a fast-paced setting, quickly learn processes and tools. Able to handle a high stress environmentOrganized and thrives in a complex work environment, balancing multiple tasks and prioritiesStrong technical skills and computer knowledge, including proficiency in Microsoft Office programsTools supporting the operation and case handling, with extensive knowledge of Expedia Inc. Tools, Amadeus & Sabre (GDS knowledge Proficiency with Website and Functionality) are a mustMust have flexibility to work on emails, calls and chats as and when demanded by the businessAccommodation requestsExpedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.About Expedia GroupExpedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.Important noticeEmployment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.Equal OpportunityExpedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.