Experienced Disney Customer Service Representative - Remote Part-Time Job Opportunity - PDB

Introduction to The Walt Disney Company

The Walt Disney Company, a world-renowned American multinational mass media and entertainment conglomerate, is seeking a highly skilled and experienced Disney Customer Service Representative to join its team. As a leader in the entertainment industry, Disney is committed to providing exceptional customer experiences across all its brands, including Disney+, STAR+, Hulu, Disney Movies Anywhere, Disney Movie Insiders, and Disney Entertainment Brands. If you are passionate about delivering outstanding customer service and have a strong background in social media customer support, this could be the perfect opportunity for you.

Job Overview

In this remote part-time role, you will be responsible for driving the success of Disney's customer service operations, ensuring that all customer interactions are handled in a professional, efficient, and courteous manner. As a key member of the Watcher Experience (VX) group, you will play a critical role in shaping the company's social media customer support strategy, guiding the development of innovative online social projects, and leading a team of customer support representatives to achieve exceptional customer satisfaction results.

Key Responsibilities

• Create and operationalize the social help methodology and guide, including setting a group vision, developing key metrics, designing agile processes, and setting and achieving group objectives across all brand verticals.
• Drive execution of proper reporting and analysis while considering the needs of partners.
• Lead a team of leaders and individual contributors on a day-to-day basis while directing DTC's social media support strategy and execution across a global footprint.
• Proactively identify weaknesses and gaps in current social help ideal models and drive solutions to improve operational workflows and the watcher experience.
• Collaborate with senior leaders cross-functionally to work towards a unified customer experience while supporting the greater objectives as they relate to Virtual Entertainment procedures for all Disney brands.
• Work with partners to ensure the alignment and approval of strategy and content for global social groups, ensuring each brand is being informed with a suitable tone and voice.
• Lead and guide go-to-market launches and product launches, working collaboratively with all partners and cross-group stakeholders to ensure social presence is properly represented and supported.
• Support incident management needs during high-impact situations, serving as the POC for executive briefings while directing social response in collaboration with Leader, PR, and Legal guidance.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• BS/BA degree or equivalent professional experience.
• 2+ years of experience managing a team, with the ability to empower and develop colleagues; experience leading leaders is a plus.
• 4+ years of experience in social media or online community management, with a demonstrated ability to drive business results through online activity.
• Experience with social media management platforms, such as Salesforce (Service Cloud), Sprinklr, Hootsuite, Listenfirst, or Qualtrics.
• A proven track record of creating and operationalizing innovative online social projects.
• High analytical connection with Twitter, Facebook, Instagram, and AppFollow or more.
• Demonstrated understanding of which metrics and tools help improve the customer experience through social channels.
• Ability to bear setting switching and interruptions while staying useful and able to provide effective direction.

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be considered an asset:

• Exceptional written and verbal communication skills.
• Experience with technology, entertainment, and dividing consumer audiences.
• Ability to collaborate effectively with cross-functional teams.
• Value accountability and take ownership from start to finish.
• Approach challenges head-on with a positive and driven attitude.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong leadership and management skills, with the ability to motivate and develop a team of customer support representatives.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and external partners.
• Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
• Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability.
• Strong knowledge of social media platforms and customer support software, with the ability to learn and adapt to new technologies.

Career Growth Opportunities and Learning Benefits

At Disney, we are committed to providing our employees with opportunities for career growth and development. As a Disney Customer Service Representative, you will have access to a range of training and development programs, including:

• Comprehensive training on Disney's customer service operations and social media management platforms.
• Opportunities for career advancement and professional growth within the company.
• Access to a range of online courses and training programs to help you develop your skills and knowledge.
• Regular feedback and coaching to help you achieve your goals and develop your career.

Work Environment and Company Culture

At Disney, we are proud of our company culture and work environment. As a Disney Customer Service Representative, you will be part of a dynamic and supportive team that is committed to delivering exceptional customer experiences. Our company culture is built on a set of core values, including:

• A commitment to excellence and quality in everything we do.
• A focus on innovation and creativity, with a willingness to try new things and take risks.
• A strong emphasis on teamwork and collaboration, with a recognition that our success is dependent on the contributions of all our employees.
• A commitment to diversity, equity, and inclusion, with a recognition of the importance of creating a workplace that is welcoming and inclusive to all employees.

Compensation, Perks, and Benefits

As a Disney Customer Service Representative, you will be eligible for a range of compensation, perks, and benefits, including:

• A competitive salary, commensurate with experience.
• A range of benefits, including health insurance, retirement savings, and paid time off.
• Access to exclusive Disney perks, including discounts on Disney products and experiences.
• Opportunities for career advancement and professional growth within the company.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Disney Customer Service Representative. With a competitive salary, comprehensive benefits, and opportunities for career growth and development, this is a role that offers a unique combination of challenge and reward. Don't miss out on this opportunity to join one of the world's most iconic and beloved companies – apply now!

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