eCommerce Specialist - Internet Help Desk

Summary

The eCommerce Specialist - Internet Help Desk at Walt Disney World assists guests with their digital experience on the website and My Disney Experience app. This hourly, inbound contact center role (located at Disney Central in Orlando, FL) requires participation in paid training with performance assessments. Responsibilities include engaging with guests, providing vacation recommendations, managing relationships, handling accounts across multiple platforms (phone, chat, email), resolving issues, meeting departmental metrics, and providing comprehensive resort and dining information. The position demands excellent communication, problem-solving, and computer proficiency, along with flexibility for various shifts (including weekends and holidays).

Must Have
• Assist guests with digital experience
• Excellent communication & problem-solving skills
• Proficient in multiple computer applications
• Meet departmental metrics and efficiency goals
• Handle conflict resolution and decision-making

Good To Have
• Strong sales and closing skills
• Bilingual

Job Summary:

We are looking for an eCommerce Specialist - Internet Help Desk! In this role, you will assist Guests with their digital experience through the website and in the My Disney Experience application. This is an hourly position in an inbound contact center located at Disney Central in Orlando, Florida.

The eCommerce Specialist - Internet Help Desk 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. -12:15 a.m.

The starting pay rate for this position is $18.90 per hour

Responsibilities: • Engage with Guests exploring their desired vacation experience, providing recommendations and direction for a magical vacation experience at Walt Disney World • Build and manage relationships with Guest and Cast Members from all lines of business to provide excellent service to our Guests and Cast • Maintain discretion and Guest confidentiality • Help Guests with handling their accounts • Navigate between multiple computer applications including phone, chat, and email • Provide Guest Service when problems arise and help find solutions • Meet required departmental metric expectations and efficiency goals • Assist Guests by providing comprehensive information about the resorts and dining using software applications during this process • Complete all required Company training and compliance courses • Flexible with work schedule, including overtime, weekends and holidays

Basic Qualifications: • Handle conflict resolution and decision-making through a balance of integrity and partner resourcing • Computer proficiency within a Microsoft Windows environment • Written, verbal and interpersonal communications skills • Knowledge of Disney products • Sales and Service Experience in a customer service or contact center environment • Disney Central Cast Members: No more than one F/O (Falling Behind/OffTrack) in Presenteeism in the last six months, and no more than one reprimand within the last six months

Preferred Qualifications: • Strong sales and closing skills and the ability to overcome objections • Bilingual

Required Education
• High school diploma or equivalent

Additional Information:

Disability accommodation for employment applications
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 [email protected] 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

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