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

Disney Cruise Line - The Walt Disney Company; Tampa (FL); On-site; Confidential; Full time

Job summary

Disney Central is seeking an eCommerce Specialist - Video Chat in Tampa to assist Guests with accessibility needs and guide them through the My Disney Experience app and related digital services.

The role includes training, aggressive performance assessments, and an inbound contact-center environment. Starting pay is $20.10/hour, with a schedule that covers Sundays through Saturdays and potential overtime.

Qualifications

• Experience in a customer service or contact center environment.
• Strong communication and problem-solving skills.
• Ability to learn and work with multiple systems and applications.

Responsibilities

• Answer accessibility-related questions and provide recommendations.
• Communicate via video/phone calls and manage multiple chats and apps.
• Maintain integrity during escalations and raise concerns when needed.
• Meet department metrics and efficiency goals.
• Complete required training and compliance courses.
• Flexible schedule, including overtime, weekends and holidays.

Skills

Customer service experience

Communication skills

Problem-solving

Video chat

Multitasking in chat/phone

Tools

Zendesk

Avaya

MDX

Job description

Do you have a passion for providing world class Guest Service? 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! 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.

For this position, the starting pay rate 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

For this position, the starting pay rate is $20.10/hour.