Vrbo Customer Service Representative Reviews | Glassdoor

Vrbo Customer Service Representative Reviews

Updated Jan 30, 2020

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2.7
38%
Recommend to a Friend
Vrbo Senior Vice President and General Manager Jeff Hurst (no image)
Jeff Hurst
0 Rating
  1. "Good Pay/Benefits"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Vrbo full-time for more than a year

    Pros

    Good benefits. Pay is very competitive for a call center.

    Cons

    Peak call time hours can be challenging to take back to back calls and keeps your notes/system in order.

    Vrbo2019-04-25
  2. Helpful (3)

    "Call center work that sucks out your soul."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Denver, CO
    Doesn't Recommend

    I worked at Vrbo full-time for more than a year

    Pros

    They put a lot of effort into manufacturing a culture. They might not necessarily live it day by day, but there is a clear effort to make it seem like its a #fun place to work. The team leaders know the work is awful and they genuinely seem to care about their team members.

    Cons

    Metrics, metrics, metrics. The training team doesn't prepare you for what its going to be truly like on the floor. Certain teams are lacking in numbers and are unable to efficiently handle their workload, so the new trainees are pulled aside and "coached" that they need to perform a specific task that they've never been trained in, let alone knew was a thing. They also use the word "coach" alot. "So and so did this; I think I'll have to give him a coaching." You're going to "coach" me? Okay, person who has a #goodvibesonly bumper sticker. Don't buy the hype - you're a number and you don't help people. You're there to ensure that Vrbo doesn't lose money, not help travelers in need.

    Continue reading
    Vrbo2020-01-30
  3. "Cool team, but work can get tidious"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Vrbo full-time for more than a year

    Pros

    *Working with great people. *Casual dress code

    Cons

    After about the six month mark the work can get a bit tedious.

    Vrbo2019-09-27
  4. Helpful (8)

    "Worked when company was still HomeAway"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Customer Service Representative in Austin, TX
    Recommends

    I worked at Vrbo full-time for more than 5 years

    Pros

    Great benefits and vacation time, Nice office, free food and drink, decent pay, fun events

    Cons

    Favoritism, micro managing, not a lot of opportunity for advancement unless you’re on someone’s good side. “Clicky” atmosphere

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    Vrbo2019-07-07
  5. Helpful (2)

    "Great company for the right people"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Senior Customer Service Representative in Austin, TX
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Vrbo full-time for more than a year

    Pros

    They pay reasonably well and the culture is fantastic. Most leadership on the CS team is great and those who aren’t are easily avoidable. Lots of vacation and sick time. There are a bunch of new perks that were added once we aligned with Expedia .

    Cons

    There is a stark difference in quality support from the on-shore vs OS calls centers. A decent chunk of frontline calls that you receive is fixing someone else’s mess. There is a process for reporting that kind of thing but it’s so cumbersome no one takes the time to do it. This happens predominantly due to the lack of down-time for the avg agent. You’re pretty much chained to your desk 7 1/2 hours a day and even when you get to tier 2 or 3 support they are still micromanaging your time. If you can deal with those 2 things then you’ll love it. The big downside is there are no discounts on our own inventory, but you do get a nice little travel reimbursement so it comes out in the wash.

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    Vrbo2019-05-06
  6. Helpful (9)

    "little pay"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I have been working at Vrbo full-time for more than a year

    Pros

    travel perks, time off, nice coworkers

    Cons

    no transferring of departments Minimal pay and little raises

    Vrbo2019-01-17
  7. Helpful (9)

    "No Advancement Outside of Customer Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Vrbo full-time for more than a year

    Pros

    Great benefits and decent culture.

    Cons

    If you start as an hourly, entry-level Customer Service employee to get your foot in the door, there is a slim chance you will be able to transition into a salaried, growth role in another department. Despite having a college degree and over a decade of salaried career history, I was not able to advance my position to another department outside of Customer Service. Having participated in several internal interviews after working at HomeAway between 1-2 years, I found their reputation for internal mobility to be merely lip service. I had to move on.

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    Vrbo2018-10-28
  8. Helpful (5)

    "NO THANKS"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Austin, TX
    Doesn't Recommend
    Approves of CEO

    I worked at Vrbo full-time for less than a year

    Pros

    Very few pros to go off of here. Nothing substantial enough to note

    Cons

    Lies about upward mobility of support reps to retain representatives. But then actively tried to chase us out once they started outsourcing support jobs.

    Vrbo2018-11-18
  9. Helpful (6)

    "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Vrbo full-time for more than a year

    Pros

    Great benefits, you get a good amount of Paid Time Off and Sick hours along with Floating Holiday hours. The offices are nice modern spaces along with your typical free snacks kitchens. The people that work here are all very enjoyable people to work with. Employees are smart and helpful along with being laid back. Parties and events are pretty cool. They also buy food every week depending what time your shift is.

    Cons

    The biggest con would have to be the job itself. You really have to have tough skin if your going to be a rep for the company. The customers that you support tend to have a negative user experience with the product itself which causes most of the calls to be escalated and workload to be a very stressful. You will come to realize not only will you have to provide basic support on how to use the website but also be the customers therapist, property manager, investigator which can be emotionally draining. Although not all calls are like this, there is a good percentage of inbound calls that are like this. Any job under the Customer Experience umbrella you will be working in a call center environment so if you are not the type of individual who does not like to be judged by your metrics and be micro managed by a system that monitors your every minute then this may not be a good fit for you.

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    Vrbo2018-10-22
  10. Helpful (1)

    "Experience of a life time"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Austin, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Vrbo full-time for less than a year

    Pros

    Plenty of food Learning and development trainings Vacation Strong encouraging leadership team Opportunities for internal growth Deeply connected to company culture HomeAway is very open and responsive with employee feedback, allowing us to have a voice in the direction of the site/company Renovated desks and office building Deeply connected to inclusion and diversity

    Cons

    Drastic site changes Retention No tuition reimbursement

    Continue reading
    Vrbo2018-07-13

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