eCommerce Specialist - Video Chat

Summary

The eCommerce Specialist - Video Chat role at Disney Central in Orlando, Florida involves providing exceptional guest service, primarily assisting guests with registering for Disability Access Service. This includes addressing accessibility needs, supporting guests' digital experience (website and My Disney Experience app), and managing bookings. The position demands strong communication skills (video/phone calls, chat), problem-solving abilities, and the capacity to handle sensitive situations with integrity. Metrics-driven performance and adherence to company training are crucial. The role involves flexible scheduling, including weekends and holidays. Sales and service experience in a customer service or contact center environment is required, along with proficiency in various software applications. Experience working with individuals with disabilities is preferred.

Must Have
? Exceptional guest service skills
? Strong communication (video/phone, chat)
? Proficiency in various software applications
? Problem-solving and decision-making skills
? Sales and service experience

Good To Have
? Experience with individuals with disabilities
? Bilingualism
? Knowledge of Disney Parks and tools

Job Summary:

Do you have a passion for providing outstanding Guest Service?
Join the Disney Central Team as a eCommerce Specialist - Video Chat!
eCommerce Video Chat Cast Members are entrusted with the rewarding responsibility of assisting Guests in registering for the Disability Access Service! They provide support for the Guests accessibility needs using our many services available for Guests with disabilities and apply their proficiency in planning bookings to ensure an outstanding experience. In this role, you will also support Guests with their digital experience through the website and in the My Disney Experience application.
They will attend a paid training class where you will participate in multiple performance assessments. The operating hours of Disney Central are Sunday through Saturday, 05:45 a.m. to 12:15 a.m. This is an hourly position in an inbound contact center located at Disney Central in Orlando, Florida.
The starting pay rate for this position is $18.90/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 ? Assess the level of support needed for different disabilities (e.g., hearing, mobility, visual, cognitive) based on each Guest's needs ? 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: ? Previous experience working with individuals with disabilities or accessibility needs ? Experience in related roles such as Guest Services or Guest Relations with the knowledge of our Services for Guests with Disabilities ? Sales and closing skills when overcoming objections ? 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 Candidate.Accommodations@Disney.com 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 origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

KEYWORD: WDWCasting, WDW Casting, Reservations, CallCenter