eCommerce Specialist - Video Chat, DC, (Orlando, FL) - Bench Full Time Job at Di

Job Summary

eCommerce Specialist – Video Chat, Disney Central, Orlando, FL – Full Time. Provide world‑class Guest Service by assisting guests with accessibility needs, account set‑up, vacation questions, and use of Disney services. Support digital experiences through the website and My Disney Experience application. Selected candidates attend paid training and assessments. Hours Sunday–Saturday, 06:45 a.m.–11:15 p.m. Starting pay $20.10 /hour.

Responsibilities

• Proactively answer Guest accessibility‑related questions and make recommendations to improve support and handle situations related to Accessibility Services.
• Communicate efficiently through video or phone, balancing multiple chat interactions and computer applications while feeling comfortable in video calls.
• Maintain integrity during intense interactions and difficult conversations, making confident decisions and raising concerns to a Coordinator, Working Lead, or Salaried Leader when necessary.
• Meet required departmental metric expectations and efficiency goals when handling Guest accounts.
• Complete all required company training and compliance courses.
• Be 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 or interest in Disney property, products, and services.
• Demonstrated technical ability and computer proficiency; able 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 determine which accessibility service(s) are the best fit or may require further medical consultation or evaluation.

Preferred Qualifications

• Experience in related roles such as Guest Services or Guest Relations with knowledge of Walt Disney World Services for guests with disabilities.
• Ability to reframe guest objections while upholding policies in a courteous manner.
• Bilingual.
• Knowledge of theme‑park, guest, and cast tools is a plus: Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya.

Required Education

• High school diploma or equivalent.

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.