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Ecommerce Specialist - Video Chat

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Disney

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Location:
United States , Orlando

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

20.10 USD / Hour
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Job Description:

eCommerce Specialist - Video Chat Cast Members are entrusted with the responsibility of assisting Guests with their accessibility needs! They provide support for the Guests with account set up, general questions regarding their vacations, and Guests 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.

Job Responsibility:

  • 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 able to balance multiple chat interactions and computer applications while being engaged and comfortable in video calls
  • Ability to 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

Requirements:

  • 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
  • High school diploma or equivalent

Nice to have:

  • 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

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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