TPSP Associate

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

TPSP Associate

Introduction to team:

Expedia Product & Technology builds innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences for the traveler and our partners that drive loyalty and customer satisfaction.   

We are expanding our Traveler and Partner Service 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 several teams in our Springfield office support our traveler and partner needs. The ideal candidate is a self-starter with a passion for helping travelers and partners solve complex issues in what can be highly stressful situations. We value learning and development and invest heavily in our groups to provide an extraordinary environment for growth and the ability to pursue your career aspirations. These roles are within the Traveler and Partner Service Platform (TPSP) organizations, which services customer requests from across the many brands of Expedia Group.

In this role, you will:

• Lead the resolution of issues on all traveler and partner related issues

• Research, analyze and resolve traveler and partner issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue

• Contact customers, travel partners, and internal teams via a multi-channel environment (e.g., voice, chat, email, case management, etc.)

• Ability to adhere to procedures, standards, and performance expectations

• Promote excellent partner and traveler relations by managing accurate responses with a positive attitude and service behavior

• Provide our travelers and partners with best-in-class service that drives loyalty to all of Expedia Groups’ multiple brands

• Establish and maintain positive working relationships with management, corporate, network, co-workers, and partners

• Follows up with individual customers until the issue is resolved or handed off to supporting team (as appropriate) to drive resolution

• Identify problems, conduct root cause analysis and propose forward looking solutions

• Document and provide executive reporting on individual issue outcomes as well as proposals for future prevention

• Initiate contact with customers where appropriate to solve the issue completely and to add value

Experience and qualifications: 

• Customer centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers

• Advanced analysis skills to include skill in situational analysis and risk mitigation

• Ability to work in high stress environment, managing stress in a professional manner and without disruption to the operation, employees, or customers

• Strong verbal and written communication skills to assess customer needs and adjust communication style accordingly

• Strong technical skills and computer knowledge, including all Microsoft Office program

• Hotel/Travel industry experience will be a plus

• Familiar with accounting terms and additional financial industry knowledge will be an asset

• Choose Fearlessly: Solutions mindset and a real passion for the partner and the traveler experience. Ability to handle situations effectively; to set expectations and deliver information in a positive way

• Go Get What’s Next: An individual who will take ownership of problem resolution. Excellent time-management and prioritization skills

• Trust Each Other and Include Consciously: Listens carefully and attentively to others’ opinions and ideas. Listens to others’ perspectives and clarifies meaning before responding

• Force Simplicity: Keen eye for detail and high level of accuracy. Exercise good judgment in decision-making

• Should be flexible with shifts and able to work between the hours of 6am-11pm 7 days a week

The total cash range for this position in Springfield is $38,500.00 to $54,000.00. Employees in this role have the potential to increase their pay up to $61,500.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.