Disney Employment – Viewer Experience Advocate

Job Description:

Job Responsibilities:

Viewer Experience Advocates handle support contacts from viewers through various channels such as phone/live chat and social media. More detailed responsibilities include:

• Assist with special projects as assigned
• Connect with fans and viewers by asking open-ended questions to assess their needs, make appropriate recommendations, and provide assistance and accurate information to resolve their issues
• Bring stories to life through scripted and non-scripted interactions with fans and viewers
• Take a proactive role in maintaining Disney brand standards
• Document contacts to ensure VX can champion change and reduce friction points
• Contribute to a high energy, storytelling environment providing viewers with an entertaining, fun and dynamic experience
• Consistently treat all fans, viewers and fellow employees with respect and contribute to a positive work environment
• Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Standards of Business Conduct
  Escalate issues and/or opportunities as directed
• Provide accurate information and efficient trouble-shooting techniques, especially in technical areas such as software functionality or networking that could affect a streaming viewing experience

Job Requirements:

• Ability to receive feedback and take action when appropriate
• Familiarity with digital streaming services, devices and mobile applications
• Strong attention to detail
• Value accountability across the board and take ownership of issues from start to finish
• Have a positive, can-do attitude. You’re flexible and have no problem quickly switching gears or multi-tasking to better accommodate the needs of our viewers or our team
• Ability to work a flexible schedule that may include weekends, evenings and holidays
• Fluency in English
• Excellent typing, phone and computer navigation skills
• Strong time management skills to ensure productivity in alignment with department standards, you thrive in a quick-paced environment
• Knowledge of multiple web browsers, email and messaging platforms
• High school diploma or equivalent
• Must be able to pass a background check

Qualification & Experience:

• Previous call center experience
• Basic internet connection troubleshooting (router, modem, WiFi, etc.)
• Experience with Microsoft Office or G-Suite tools and a ticketing or customer service platform (Salesforce, Zendesk, ServiceNow, etc)

Job Details:

Company: The Walt Disney Company

Vacancy Type:  Full Time

Job Location: Ottawa, Ontario, CA

Application Deadline: N/A

Apply Here

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