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

The Walt Disney Company; Tampa (FL); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Paid training

Job summary

The Walt Disney Company is seeking an eCommerce Specialist - Video Chat to support Guests with accessibility needs at Disney Central in Tampa, FL. The role involves assisting Guests with account setup, vacation questions, and digital experiences via the My Disney Experience app and website.

Selected Cast Members will attend a paid training class and work in an inbound contact center environment with shifts including evenings and weekends.

Qualifications

• Sales and Service Experience in a customer service or contact center environment.
• 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 with integrity and good judgment.
• Written, verbal, and interpersonal communication skills.
• Comfortable asking discovery questions to resolve accessibility service needs.

Responsibilities

• Proactively answer Guest accessibility-related questions and make recommendations for Guests with disabilities.
• Communicate through video/phone calls and balance multiple chat interactions and computer applications.
• Maintain integrity during intensified interactions and escalate appropriately.
• Meet 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.

Skills

Customer service experience

Tech proficiency

Communication skills

Discovery questions

Multitasking in chat/video

Bilingual (preferred)

Tools

Microsoft Office Tools

Guest Service Suite

Zendesk

Avaya

Job description

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.

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

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 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

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

Additional Information

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [e-mail] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company is an equal-opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national

KEYWORD: WDWCasting, WDW Casting, Reservations, CallCenter

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