eCommerce Specialist - Video Chat

Responsibilities

• Proactively answer Guest accessibility-related questions and provide recommendations to improve support for Guests with disabilities
• Communicate efficiently through video and phone calls while managing multiple chat interactions and computer applications
• Maintain integrity and confidence during difficult conversations and intensified interactions
• Meet departmental metric expectations and efficiency goals regarding Guest accounts
• Support the digital experience for Guests using the website and the My Disney Experience application
• Complete all required Company training and compliance courses
• Maintain flexibility with work schedules, including overtime, weekends, and holidays

Requirements

• Sales and service experience in a customer service or contact center environment
• Proficiency with computers and the ability to learn various systems, including Microsoft Office Tools
• Strong written, verbal, and interpersonal communication skills
• Proven problem-solving and decision-making skills with the ability to handle confidential information
• Ability to ask discovery questions to identify the best accessibility services for Guests

Preferred Qualifications

• Previous experience in Guest Services or Guest Relations specifically regarding Walt Disney World services for Guests with Disabilities
• Ability to reframe Guest objections while upholding company policies in a courteous manner
• Bilingual skills
• Familiarity with Disney tools such as My Disney Experience, Live Engage, Guest Service Suite, or Zendesk

About the Company

The Walt Disney Company is a leading diversified international family entertainment and media enterprise. At Walt Disney World Resort, Cast Members bring Disney magic to life through unmatched attention to detail and superior guest service, creating unforgettable stories and experiences for guests from around the globe.