Customer Service Representative

| Austin

The Opportunity:

HomeAway.com, Inc. is growing its customer support andproduction operations group as it continues to build a culture of world-classservice. Customer Service Representatives work directly with property managerswho list their inventory to HomeAway’s distribution network. The mostsuccessful applicants are those who thrive in a culture of rapid growth,frequent change, technically inclined and outside the box thinking.


This position has openings at HomeAway’s RPP andPenn Field Offices.  

Responsibilities:

  • Supportproperty owners, property managers and travelers by providing excellent servicevia phone and/or e-mail contacts
  • Help to analyzeand identify issue severity levels and follow appropriate escalation procedures
  • Be the customer’sprimary point of contact through resolution and delight the customer throughoutthat process
  • Educate customersin best practices for using HomeAway applications

  • Stay up-to-dateon product changes in order to provide accurate and thorough support
  • Advocate forcustomer needs by suggesting customer experience improvements
  • Meet appropriateproductivity and quality levels in support of world-class servicestandards 
  • Build positiverapport and communicate appropriately with different personality types

  • Apply the properservice etiquette to satisfy various customer situations
  • Displayflexibility towards shifts as per business requirements
  • Assist withprocess and knowledge base documentation as needed to help further the team’soverall knowledge in support of customers

Key Competencies:

  • Questioningand listening skills that support effective communication
  • Strong judgmentto handle special telephone tasks like call transfers, taking messages, callbacks, holds, interruptions, and unintentional disconnects
  • Resiliency toeffectively deal with job stress and upset customers
  • Ability to buildpositive rapport, communicate appropriately with different behavior, and applyappropriate control of customer contacts
  • Ability to adaptquickly to product and procedure changes
  • Must be detailand service-oriented
  • Moderatesupervision needed; demonstrates initiative to handle more tasks independently

Required Qualifications:

  • 2+Years of customer service experience, preferably in a technical contact centersupporting enterprise customers
  • Demonstratedexperience with MS Office Suite and CRM systems
  • Bachelor’s degreepreferred, but will accept equivalent experience in field
  • Minimum typingskills of 50 wpm

  • High level ofdetermination to follow issues through to resolution
  • Ability to workindependently and in a team environment
  • Ability tomultitask and dynamically prioritize tasks

Preferred Qualifications:

  • Experiencesupporting and troubleshooting B2B software
  • Industry pluses:classified listings websites, travel websites, online advertising, or B2Cwebsites
  • Foreign languagesskills, such as fluency in Spanish, French, Italian and German, are a plus butare not required.

Benefits:

  • Competitivehealth and insurance benefits
  • Competitivesalary
  • Annual targetbonus or commission
  • Paid vacation andsick time
  • Vacation rentalon a yearly basis (taxable benefit)
  • Employee StockPurchase Program
  • Free snacks andbeverages
  • Frequent companyupdate talks with our leadership team
  • Free listing onHomeAway.com
  • Electric,adjustable stand-up desk
  • Discounted Metro& Rail pass
  • Casual dress code

 

Read Full Job Description

Location

1011 W. 5th St , Austin, TX 78703
1011 W. 5th St , Austin, TX 78703

Perks of working here

Company Equity
Dental
Game Room
Generous PTO
Health Benefits
Onsite Gym
Stocked Kitchen
Vision
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