eCommerce Specialist - Video Chat, DC, (Orlando, FL) - Bench Full Time

About the role

Join the Disney Central Team as an eCommerce Specialist - Video Chat! Cast Members are entrusted with the responsibility of assisting Guests with their accessibility needs, providing support for account set up, general questions regarding vacations, and concerns regarding using the many services available for Guests with disabilities visiting the Walt Disney World Resort. In this role, you will also support Guests with their digital experience through the website and in the My Disney Experience application.

Responsibilities

• Proactively answer Guest accessibility-related questions and make recommendations for Guests with disabilities to improve support, provide information, and handle situations related to Accessibility Services
• Communicate efficiently through video/phone calls and able to balance multiple chat interactions and computer applications while being engaged and comfortable in video calls
• Able to maintain integrity during intensified interactions and difficult conversations when making confident decisions, understanding when to raise concerns to Coordinator/Working Lead/Salaried Leader
• Maintain required departmental metric expectations and efficiency goals when handling Guest accounts
• Complete all required Company training and compliance courses
• Flexible with work schedule, including overtime, weekends and holidays

Qualifications

• Sales and Service Experience in a customer service or contact center environment with knowledge and interest of Disney property, products & services
• Demonstrate technical abilities and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office Tools and Guest Service Suite
• Able to handle confidential information and provide conflict resolution through a balance of integrity and partner resourcing while demonstrating strong problem-solving decision-making skills
• Written, verbal, and interpersonal communication skills
• Comfortable asking discovery questions to acquire relevant information from Guests to resolve which accessibility service(s) are the best fit or which may require further medical consultation/evaluation

Preferred Qualifications

• Experience in related roles such as Guest Services or Guest Relations with the knowledge of Walt Disney World Services for Guests with Disabilities
• Ability to reframe Guest objections while upholding policies in a courteous manner
• Bilingual
• Knowledge of Theme Parks, Guest, and Cast Tools is a plus: Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Pay

The starting pay rate for this Role in Florida is $20.10 per hour.

Schedule

The operating hours of Disney Central are Sunday through Saturday, 06:45 a.m. to 11:15 p.m.

About Walt Disney World Resort

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

About The Walt Disney Company

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

Where Does Your Story Begin?

Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.

Be Part of the Story

Once you've found the opportunity that is right for you, take the next step by completing your application.

The Next Chapter

Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location

Orlando, FL

Related Jobs

No jobs were found.

View All of Our Available Opportunities

OUR CULTURE

• Executive Leadership
• Social Responsibility
• Inclusion
• Heroes Work Here