Job ID 596046BRLocation Tampa, Florida, United StatesBusiness Walt Disney World ResortDate posted 09/21/2018
Answer guest service phone queues for both Cast and Guests. Respond to written and verbal 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. Agent will 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 out 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 Cast members: 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
- Proven ability to work in a structured environment
Required Education
- High School degree or equivalent
About Walt Disney World Resort:
Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Disney Destinations, LLC, which is part of a business segment we call Walt Disney World Resort.
Disney Destinations, LLC 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
https://jobs.disneycareers.com/job/-/-/391/9404878?codes=INDEED
