Guest Service Specialist – Disney Parks and Resorts (Tampa)

At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

This is an hourly role located at The Disney Reservation Center in Tampa, Florida. Answer guest service phone queues for both Cast and Guests. Respond to written and verbal escalated concerns from guests, cast members and business partners in a timely manner. Research and assist in resolution of Guest reservation issues.

Responsibilities

• Assist CTIS Agents with Policy and Procedural questions.
• Assist Resort Front Desks with reservation questions and issues.
• Take over Guest escalation calls.
• Work in multiple systems to achieve Guest satisfaction.
• Work with both Internal and External Partners.

Basic Qualifications

• Demonstrated ability to manage conflict/resolution
• Demonstrated strong negotiation and organizational skills
• Demonstrated ability to work with diverse personalities and function in a team environment
• Demonstrated ability to be creative in the handling of a wide range of Guest situations involving our internal Walt Disney World Cast members, Travel Agent and Guests
• Proven ability to be an independent decision maker with demonstrated ability to accept decision making responsibilities; Demonstrated strong computer proficiency; including typing skills and the ability to multi-task between projects and multiple computer systems.
• Demonstrated ability to ensure Guest satisfaction and provide timely and appropriate Guest service recovery
• Demonstrated ability to handle confidential information
• Demonstrated telephone etiquette skills
• Proven ability to manage and prioritize multiple responsibilities and provide required follow up
• FOR DRC Castmembers: No more than one F/O (Falling Behind/OffTrack) in Presenteeism in the last six months, and no more then one reprimand within the last six months
• Proven ability to be flexible with work schedule, including weekends and holidays
• Must meet WDW Transfers guidelines

Preferred Qualifications

• Demonstrated knowledge of Walt Disney World products and services•
• Demonstrated bilingual skills to include Spanish, Portuguese and/or French
• Proven ability to work in a structured environment

Required Education

• High School degree or equivalent

Additional Information

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.