eCommerce Specialist - Internet Help Desk

2 Months ago • All levels • Operations

Job Summary

Job Description

The eCommerce Specialist - Internet Help Desk at Walt Disney World assists guests with their digital experience on the website and My Disney Experience app. This hourly, inbound contact center role (located at Disney Central in Orlando, FL) requires participation in paid training with performance assessments. Responsibilities include engaging with guests, providing vacation recommendations, managing relationships, handling accounts across multiple platforms (phone, chat, email), resolving issues, meeting departmental metrics, and providing comprehensive resort and dining information. The position demands excellent communication, problem-solving, and computer proficiency, along with flexibility for various shifts (including weekends and holidays).
Must have:
  • Assist guests with digital experience
  • Excellent communication & problem-solving skills
  • Proficient in multiple computer applications
  • Meet departmental metrics and efficiency goals
  • Handle conflict resolution and decision-making
Good to have:
  • Strong sales and closing skills
  • Bilingual

Job Details

Job Summary:

We are looking for an eCommerce Specialist - Internet Help Desk! In this role, you will assist Guests with their digital experience through the website and in the My Disney Experience application. This is an hourly position in an inbound contact center located at Disney Central in Orlando, Florida.

The eCommerce Specialist - Internet Help Desk will attend a paid training class where you will participate in multiple performance assessments. The operating hours of Disney Central are Sunday through Saturday, 05:45 a.m. -12:15 a.m.

The starting pay rate for this position is $18.90 per hour

Responsibilities:

  • Engage with Guests exploring their desired vacation experience, providing recommendations and direction for a magical vacation experience at Walt Disney World
  • Build and manage relationships with Guest and Cast Members from all lines of business to provide excellent service to our Guests and Cast
  • Maintain discretion and Guest confidentiality
  • Help Guests with handling their accounts
  • Navigate between multiple computer applications including phone, chat, and email
  • Provide Guest Service when problems arise and help find solutions
  • Meet required departmental metric expectations and efficiency goals
  • Assist Guests by providing comprehensive information about the resorts and dining using software applications during this process
  • Complete all required Company training and compliance courses
  • Flexible with work schedule, including overtime, weekends and holidays

Basic Qualifications:

  • Handle conflict resolution and decision-making through a balance of integrity and partner resourcing
  • Computer proficiency within a Microsoft Windows environment
  • Written, verbal and interpersonal communications skills
  • Knowledge of Disney products
  • Sales and Service Experience in a customer service or contact center environment
  • Disney Central Cast Members: No more than one F/O (Falling Behind/OffTrack) in Presenteeism in the last six months, and no more than one reprimand within the last six months

Preferred Qualifications:

  • Strong sales and closing skills and the ability to overcome objections
  • Bilingual

Required Education

  • High school diploma or equivalent

Additional Information:

Disability accommodation for employment applications

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.


KEYWORD: WDWCasting, WDW Casting, Reservations, CallCenter

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About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

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