The Guest Service Specialist is a Full Time hourly role responsible for providing research and resolution for Guest/Client concerns.
Responsibilities :
Assist CTIS agents with policy and procedural questions. Assist Resort front desks with reservations 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 conflicts/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 agents, and Guests
- Proven ability to be an independent decision maker with demonstrated ability to multi-task between projects and multiple computer systems
- Demonstrated excellent written and verbal communication skills
- Proven accuracy and follow through skills
- Demonstrated ability to partner with other areas and departments
- Demonstrated ability to manage and prioritize multiple responsibilities
- Demonstrated Guest Service Recovery experience or equivalent
- Demonstrated phone etiquette skills
- Demonstrated ability to handle confidential information
- Demonstrated flexibility with work schedule. Including nights, weekends and holidays
- Must meet WDW transfers guidelines with no more than four attendance notations and 1 reprimand within the last six months
- For DRC Cast Members: No more than one F/O (falling behind/off track) in Presenteeism in the last 6 months and no more than one reprimand within the last 6 months
Preferred Qualifications:
- Demonstrated knowledge of Walt Disney World product and services
- Demonstrated bilingual skills to include Spanish, Portuguese and/or French
- Proven ability to work in a structural environment
- Demonstrated knowledge of room and package policies and procedures
- Demonstrated knowledge of TravelBox, DREAMS, and SBC
Required Education :
High school degree or equivalent
