Customer Service Representative in Austin (United States)

Where: Austin (United States)

Extent of Work: Full Time

Click here to apply in English

What you’ll do:

  • Support property owners, property managers and travelers by providing excellent service via phone and/or e-mail contacts
  • Help to analyze and identify issue severity levels and follow appropriate escalation procedures
  • Be the customer’s primary point of contact through resolution and delight the customer throughout that process
  • Educate customers in best practices for using HomeAway applications
  • Stay up-to-date on product changes in order to provide accurate and thorough support
  • Advocate for customer needs by suggesting customer experience improvements
  • Meet appropriate productivity and quality levels in support of world-class service standards
  • Apply the proper service etiquette to satisfy various customer situations
  • Display flexibility towards shifts as per business requirements
  • Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers

Who you are:

    • Questioning and listening skills that support effective communication
    • Strong judgment to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
    • Ability to adapt quickly to product and procedure changes
    • Must be detail and service-oriented
    • Moderate supervision needed; demonstrates initiative to handle more tasks independently


      • 2+ Years of customer service experience, preferable experience in a technical contact center, but not limited to
      • Demonstrated experience with MS Office Suite and CRM systems
      • High level of determination to follow issues through to resolution
      • Ability to work independently and in a team environment
      • Ability to multitask and dynamically prioritize tasks
      • Ability to receive and apply daily coaching
      • Minimum typing skills of 50 wpm


    • Experience supporting and troubleshooting B2B software
    • Sales experience
    • Experience with CRM systems (Salesforce, etc.)
    • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
    • Foreign languages skills, such as fluency in Spanish, French, Italian and German, are a plus but are not required.
    • Bachelor’s degree preferred, but will accept equivalent experience in field

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