eCommerce Specialist - Video Chat

Job Summary:

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