eCommerce Specialist - Video Chat

Role overview

Disney Central is looking for a Video Chat eCommerce Specialist who is passionate about delivering exceptional guest service. In this position, you will help guests with accessibility-related needs, including account setup, general vacation queries, and support questions tied to services for guests with disabilities visiting Walt Disney World Resort. You will also assist guests with their digital journey across the website and the My Disney Experience app.

Work environment and schedule

This is an hourly, inbound contact center role based at Disney Central in Tampa, Florida. The operating window runs from Sunday through Saturday, 6:45 a.m. to 11:15 p.m. Team members selected for the role will complete a paid training program and will take part in multiple performance evaluations during training. The schedule may require overtime, weekends, and holidays.

Key responsibilities

• Respond to guest questions about accessibility services and provide suggestions that improve support for guests with disabilities.
• Deliver assistance through video and phone interactions while managing several chat conversations and computer systems at the same time.
• Stay composed during challenging or escalated conversations, make sound decisions, and know when to involve a Coordinator, Working Lead, or Salaried Leader.
• Work toward departmental performance targets and efficiency standards while handling guest accounts.
• Finish all mandatory company training and compliance modules.
• Remain adaptable to changing schedules, including overtime, weekends, and public holidays.

Basic qualifications

• Background in sales or guest service within a customer service or contact center setting, along with familiarity and interest in Disney property, products, and services.
• Comfort using technology and computer systems, with the ability to learn platforms such as Microsoft Office tools and Guest Service Suite.
• Ability to safeguard confidential information and resolve conflicts using good judgment, integrity, and problem-solving skills.
• Strong written, spoken, and interpersonal communication abilities.
• Comfort with asking discovery questions to understand guest needs and identify the most suitable accessibility service or whether medical review or evaluation is needed.

Preferred qualifications

• Experience in guest-facing roles such as Guest Services or Guest Relations, especially with knowledge of Walt Disney World services for guests with disabilities.
• Ability to address guest concerns respectfully while still following policy.
• Bilingual communication skills.
• Familiarity with theme park and guest tools such as Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, and Avaya.

Additional information

The company provides equal employment opportunity and considers applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Candidates who need a reasonable accommodation for the online application process because of a disability may contact Candidate.Accommodations@Disney.com. This email is only for accessibility-related application support and not for general hiring questions.

Keyword tags associated with this role include WDWCasting, WDW Casting, Reservations, and CallCenter.

The starting wage for this role in Florida is $20.10 per hour. Some benefits may be included in the compensation package, such as medical, financial, and other benefits.