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.

Customer Support Representative 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

Are you passionate about travel? Does being a strong customer advocate motivate you? Are you excited about using technology to support small business customers? 

BedandBreakfast.com of HomeAway.com, Inc. is looking for an energetic Customer Service Representative to join our growing support group as we build a culture of world-class service for our customers.

A Customer Support Representative at BedandBreakfast.com is the first point of contact to Bed and Breakfast Innkeepers and Guests who have questions or need assistance in using BedandBreakfast.com. A Representative uses a suite of leading support technologies to help guests and innkeepers with travel, account questions and even offline projects. This person manages multiple tasks and projects simultaneously including handling phone calls and emails while helping travelers find the perfect getaway or assisting innkeepers to set up and optimize their accounts and listings to drive the best results for their business. As a team, our Representatives work collaboratively to support all of our customers, share best practices and strive to make the service and systems we provide better for our customers everyday!

Responsibilities:

  • Take incoming inquiries over the phone and email about BedandBreakfast.com products and services from innkeepers and guests
  • Manage multiple software applications and integrated technology platforms to provide front line support to customers as well as support a range of offline projects
  • Manage and coordinate multiple special tasks and projects including but not limited to moderating customer reviews, processing manual payments for owners and process documentation
  • Provide product onboarding and training services to innkeepers 
  • Stay up-to-date on product changes in order to provide accurate and thorough support
  • Advocate for customer needs by suggesting customer experience improvements, ad hoc or continuous improvements through identifying new process or help content
  • Build positive rapport and communicate effectively and knowledgeably with different personality types in support of small business customers

Required Qualifications:

  • 2+ Years of customer service experience, preferably in a contact center; Experience working with multiple technology platforms simultaneously while supporting customers over the phone and email
  • Proven ability to pivot between tasks across multiple software and technology platforms 
  • Proven experience using Microsoft Office tools to write a professional document, including process documentation
  • Build Excel table to transform and communicate data to customers

Preferred Qualifications:

  • Experience using a CRM to support end users and communicate customer information internally
  • Experience with travel, online advertising or B2C or B2B ecommerce support
  • Experience supporting small business customers

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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