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Do you have a passion for providing world class Guest Service? Join the Disney Central Team as an eCommerce Specialist - Video Chat! 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. Cast selected for this role will attend a paid training class where you will participate in multiple performance assessments. The operating hours of Disney Central 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.
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
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
Flexible with work schedule, including overtime, weekends and holidays
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