eCommerce Specialist - Video Chat

Role overview

We are looking for a Guest-focused eCommerce Specialist for Video Chat to support Disney Central. This role is centered on helping Guests with accessibility needs, answering account-related questions, addressing vacation and service inquiries, and guiding Guests who use accessibility services at Walt Disney World Resort. The position also includes support for digital experiences on the website and in the My Disney Experience app.

Work environment and schedule

This is an hourly inbound contact center role based at Disney Central in Tampa, Florida. Operating hours run seven days a week, from 6:45 a.m. to 11:15 p.m. Candidates must be comfortable with a schedule that may include overtime, weekends, and holidays.

Key responsibilities

• Respond to accessibility-related Guest questions and recommend the most suitable support options for Guests with disabilities.
• Handle video and phone conversations while managing multiple chat sessions and computer tools at the same time.
• Stay composed during challenging interactions, use good judgment, and escalate concerns to the appropriate leader when needed.
• Work toward departmental performance targets and efficiency standards while managing Guest accounts.
• Finish all required training and compliance learning assigned by the company.
• Remain flexible with scheduling, including overtime, weekend work, and holidays.

Training and compensation

Selected Cast Members will complete a paid training program and participate in performance assessments during training. The starting wage for this role in Florida is $20.10 per hour.

Benefits

Some benefits may be included with compensation, such as medical, financial, and other employee benefits.

Equal opportunity and accommodation

The company welcomes applicants with disabilities and veterans with disabilities and provides reasonable accommodation for disability-related job search and application needs. Accommodation requests must be sent to [email protected] and are only for assistance with the online application process due to disability. Employment decisions are made without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Additional keywords

WDWCasting, WDW Casting, Reservations, CallCenter.

Preferred background

Experience in Guest Services or Guest Relations, familiarity with Walt Disney World services for Guests with disabilities, the ability to handle objections politely while following policy, bilingual ability, and knowledge of tools such as the Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, and Avaya are all advantageous.