Remote Guest Support Representative (TP)

Disney Parks, Experiences and Products - Kelowna, BC (27 days ago)

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The Guest Experience department is part of Disney Parks, Experiences and Products (DPEP), a business segment of The Walt Disney Company (NYSE:DIS) that brings our Company's stories and characters to life through innovative and engaging physical products and digital experiences for guests and consumers of all ages.

This position is a part-time, remote position offering a minimum of twelve (12) hours and a maximum of twenty-nine (29) working hours per week on an inconsistent schedule. The position requires a working, reliable internet connection as well as a separate, quiet dedicated work space for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards. The position requires a structured work environment including pre-determined lunch and break times along with the need to work/stay in one place for the duration of a shift. This position is open to applicants in the following Canadian provinces only: British Columbia, Alberta, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island and Northwest

The Remote Guest Support Representative’s (RGSR) primary responsibility is to provide exceptional Disney experiences by turning each interaction over phone, email, live chat or social media into a meaningful connection with our guests. Support frequently includes resolving guest irritants, assisting with technical platform questions and managing accounts. We strive on accurately assessing our guest’s technical issues and concerns through a rep-driven knowledge base, documentation and
tiered support in an effort of getting them back into their desired experience as quickly as possible. Our ever-enhancing technology platforms results in constant product knowledge development to ensure our guests are informed and educated on use to increase their satisfaction with the product, service and/or features.
Bring stories to life with scripted and non-scripted guest engagement statements
Connect with guests by asking open-ended questions to assess their needs, make appropriate recommendations, and provide resolutions
Escalate issues and/or opportunities as appropriate to team leaders or managers
Contribute to a high energy, storytelling environment providing guests with an entertaining, fun and dynamic experience
Assist guests in finding solutions that best meet their needs while leveraging all available resources
Consistently treat all guests and fellow employees with respect and contribute to a positive work environment
Take a proactive role in maintaining Disney brand standards in Guest Experience
Assist team leaders, trainers and managers with Guest Services projects as assigned
Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual, and Code of Business Conduct

Basic Qualifications:
Demonstrates strong guest-focused engagement over the phone, email and chat
Previous guest service experience in customer service
Strong attention to detail
Excellent communication skills, both verbal and written
Knowledge of multiple web browsers to navigate websites
Native mobile application and mobile web experience
Ability to work a flexible schedule that may include weekends, evenings, and holidays
Ability to provide a reliable, latent internet connection with a minimum of 24 megabit download
Ability to provide a separate, quiet dedicated work space for the purpose of performing work duties
Fluency in English
Eligible to work in the following Canadian provinces: BC, AB, MB, ON, NB, NS, PEI, NWT

Preferred Qualifications:
Previous call center experience
Basic internet connection troubleshooting (router, modem, WiFi, etc.)
Demonstrated success working as a member of a team
Ability to receive feedback and take action when appropriate
Previous experience in a remote working arrangement
Previous employment with The Walt Disney Company
Strong knowledge of mobile apps and technology

Required Education
High School Diploma or equivalent