The Walt Disney Company Remote Support Representative (TP) in Kelowna, Canada

About Guest Experience:

The Guest Experience department is part of Disney Consumer Products and Interactive Media (DCPI), 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. DCPI comprises two main lines of business: Disney Consumer Products (DCP), and Disney Interactive (DI). The combined segment is home to world class teams of app and game developers, licensing and retail experts, a leading retail business (Disney Store), artists and storytellers, and technologists who inspire imaginations around the world.

WORK ENVIRONMENT:

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 applicants in the following Canadian provinces only: British Columbia, Alberta, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island and Northwest Territories.

Responsibilities : The Remote Support Representative ( RSR) primary responsibility is to provide exceptional Disney experiences by turning each interaction over phone, email or live chat into a meaningful connection with our guests. Support includes resolving guest issues, assisting with game-play questions, and managing player accounts.

  • 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 supervisors 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 Experiences

  • Assist Supervisors, 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 speeds

  • 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

Job ID: 592136BR

Location: Kelowna,Canada

Job Posting Company: Disney Consumer Products and Interactive Media