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

About the role

Join the Disney Central Team as an eCommerce Specialist - Video Chat, entrusted with the responsibility of assisting Guests with their accessibility needs. Provide support for Guests with account setup, general questions regarding their vacations, and concerns regarding using the many services available for Guests with disabilities visiting the Walt Disney World Resort. You will also support Guests with their digital experience through the website and in the My Disney Experience application. Cast selected for this role will attend a paid training class where you will participate in multiple performance assessments.

Responsibilities

• Proactively answer Guest accessibility-related questions and make recommendations for our Guests with disabilities to improve support, provide information, and handle situations related to Accessibility Services
• Communicate efficiently through video/phone calls and balance multiple chat interactions and computer applications while being engaged and comfortable in video calls
• Maintain integrity during intensified interactions and difficult conversations when making confident decisions, understanding when to raise concerns to Coordinator/Working Lead/Salaried Leader
• Meet 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

Basic 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

Schedule

Operating hours are Sunday through Saturday, 06:45 a.m. to 11:15 p.m. This is an hourly position in an inbound contact center located at Disney Central in Tampa, Florida. Flexibility is required, including overtime, weekends and holidays.

Pay

The starting pay rate for this position is $20.10/hour.