Guest Service Call Center-Full Time Call Center Representative

Job Summary:

We are looking for a Call Center Representative. In this role, you will help Guests and Cast who call the Walt Disney World Guest Service Call Center. The Call Center Representative will provide Guests and Cast resources and information and provide resolution and recovery for Guest situations for Guests staying at a Walt Disney World Resort. As a Call Center Representative, you will also handle phone calls for executives and emergency calls. The Walt Disney World Contact Center is a high-volume inbound contact center located in Orlando, FL, and is a 24/7 operation.

The starting pay rate for this position is $15.30

Responsibilities:

• Provide Guest Service when problems arise and help find solutions with Guests and Cast Members
• Navigate between multiple and concurrent computer applications
• Take ownership of emergency situations
• Meet required departmental metric expectations including efficiency goals
• Provide comprehensive information about The Walt Disney World Resort using numerous software applications during this process
• Engage with Guest needs by answering questions, giving directions, and providing other information about the theme park or surrounding areas
• Develop relationships with Guest and Cast Members from all lines of business to provide excellent service
• Complete all required Company training and compliance courses as assigned
• Flexible with work schedule, including overtime, weekends, and holidays
• Additional Personal Protective Equipment (face shields, goggles, refillable hand sanitizers, etc.) may be required

Basic Qualifications:

• Experience in Guest Services work environment
• Computer proficiency within a Microsoft Windows environment and working on dual monitors
• Knowledge of Disney Products
• Work through conflict resolution by making decisions with a balance of integrity and partner resourcing
• Adaptability to the fluctuating needs of our operations
• Maintain Guest Confidentiality
• Written, verbal, and interpersonal communications skills
• Meet Walt Disney World transfer guidelines

Preferred Qualifications:

• Experience in a Walt Disney World call center
• Working knowledge of Walt Disney World products and services
• Working Knowledge of The Disney Hub
• Proficiency in SharePoint, Teams, Spok, HotSOS, Avaya
• Bilingual

Additional Information:

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits

About Us:

The Parks, Experiences and Products segment includes Disney's iconic travel and leisure businesses, which include six resort destinations in the United States, Europe and Asia, a top-rated cruise line, a popular vacation ownership program, and an award-winning guided family adventure business. Disney's global consumer products operations include the world's leading licensing business across toys, apparel, home goods, digital games and apps; the world's largest children's publisher; Disney store locations around the world; and the shop Disney e-commerce platform.

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business segment we call Parks, Experiences and Products.

Walt Disney Parks and Resorts U.S., Inc. 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

SUBMITTING YOUR APPLICATION

After clicking “Apply for this job” below, the employment application will open in a new window. Please complete ALL pages of the application by clicking “Next” on each page, then “Submit” on the final page.

About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Destinations, LLC, which is part of a business we call Walt Disney World Resort.

Disney Destinations, LLC 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.