HomeAway, Inc., an Expedia brand based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing over 1.2 million paid listings of vacation rental homes in 190 countries. Through HomeAway, owners and property managers offer an extensive selection of vacation homes that provide travelers with memorable experiences and benefits, including more room to relax and added privacy, for less than the cost of traditional hotel accommodations. The company also makes it easy for vacation rental owners and property managers to advertise their properties and manage bookings online. The HomeAway portfolio includes the leading vacation rental websites HomeAway.com, VRBO.com and VacationRentals.com in the United States; HomeAway.co.uk and OwnersDirect.co.uk in the United Kingdom; HomeAway.de in Germany; Abritel.fr and Homelidays.com in France; HomeAway.es and Toprural.es in Spain; AlugueTemporada.com.br in Brazil; HomeAway.com.au and Stayz.com.au in Australia; and Bookabach.co.nz in New Zealand. Asia Pacific short-term rental site, travelmob.com, is also owned by HomeAway.HomeAway also operates BedandBreakfast.com, the most comprehensive global site for finding bed-and-breakfast properties, providing travelers with another source for unique lodging alternatives to chain hotels.

Billing Specialist at HomeAway

About Us:

Have you ever had the opportunity to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories? 

That is what we do here at HomeAway.com, an Expedia Inc. company. We are the leading vacation rental website in the world with more than one million online bookable vacation rentals. Our mission is to make every vacation rental in the world available to every traveler in the world through our online marketplace and we're committed to helping families and friends find the perfect vacation rental to create unforgettable travel experiences together. 

The Opportunity

BedandBreakfast.com of HomeAway.com, Inc. is growing its customer support and production operations group as it continues to build a culture of world-class service. Customer support representatives work directly with travelers and innkeepers to discuss service features and rates as well as to assist both innkeepers and travelers with support issues. The most successful applicants are those who thrive on a small team in a culture of rapid growth and frequent change. 

This specific position will provide phone and email support for billing inquiries and process related transactions across multiple payment tools and platforms. This position will also be the main point of contact with our Accounting Team for resolving customer-facing billing issues.

Responsibilities include: 

  • Assist with recurring and one-off billing tasks (processing payments, reporting, chargebacks, outbound collection activities, etc.)
  • Handle incoming inquiries from customers across both US and EU brands
  • Stay up-to-date on product changes in order to provide accurate and thorough support
  • Advocate for customer needs by suggesting customer experience improvements
  • Effectively deal with job stress and upset customers
  • Meet appropriate productivity and quality levels in support of world-class service standards 
  • Build positive rapport and communicate appropriately with different personality types
  • Apply the proper service etiquette to satisfy various customer situations
  • Display flexibility towards shifts as per work floor requirements
 Qualifications: 
  • 1-2 Years of customer service experience, preferably handling billing casework
  • Prior billing work in SOX-driven environment strongly preferred
  • Demonstrated experience with MS Office Suite and CRM systems required
  • Bachelor’s degree preferred, but will accept equivalent experience in field
  • Minimum typing skills of 45 wpm
  • 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

Key Competencies: 

  • Questioning and listening skills that support effective communication
  • Strong judgment to apply policies
  • Resiliency to effectively deal with job stress and upset customers
  • Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts
  • Ability to adapt quickly to product and procedure changes
  • Must be detail- and service-orientated
  • Ability to work independently following training

Potential Schedules Include: 5 x 8-hour shift, possibly some combination of week day and weekend shifts.

Benefits:

  • Competitive health and insurance benefits
  • Competitive salary
  • Annual target bonus or commission
  • Paid vacation and sick time
  • Vacation rental on a yearly basis (taxable benefit)
  • Employee Stock Purchase Program
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on HomeAway.com
  • Electronic, adjustable stand-up desk
  • Discounted Metro & Rail pass
  • Casual dress
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Why work with us
Founded by Brian Sharples and Carl Shepherd in February 2005, the idea behind HomeAway was to revolutionize the historically-fragmented vacation rental industry and establish the company as the clear market leader. The entrepreneurial spirit of the pioneers who created the very first vacation rental sites, many of which are now part of the HomeAway portfolio, fueled the early growth of the business and set the tone for the company culture that exists today. At HomeAway we work as a team, we work hard and we're competitive, but we always make time to celebrate our successes. From peer-nominated awards for those who have exceeded expectations with a free vacation, to company parties that celebrate holidays and achievements, we strive to maintain a culture where everyone's content and proud to call HomeAway their "home away from home!"
Culture
The HomeAway World Headquarters is located in downtown Austin, Texas. Employees love the proximity to restaurants, bars and retail — especially to the unofficial company cafeteria, the Whole Foods Market flagship store. The office space is also situated off of Lady Bird Lake, which has a fantastic hike and bike trail. HomeAway's four-story, 86,000-square-foot, mixed-use building was awarded Gold-level LEED certification in April 2010 for its use of eco-friendly materials. The design is vacation-themed and features a giant replica of the birdhouse from the HomeAway logo.
Perks & Benefits
Target Annual Bonus
Employee Stock Purchase Plan
4 Weeks' Vacation
Free drinks and snacks
Game room
Workout room/area, onsite showers and lockers, and bike lockers
Great medical, dental and vision plans

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