Experienced eCommerce Specialist - Video Chat Representative for Exceptional Guest Service and Disability Access Support

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional guest experiences that exceed expectations. As a leader in the entertainment industry, we strive to create an inclusive environment where all guests can enjoy our services. Our mission is to provide outstanding support to guests with disabilities, ensuring they have a magical experience. We are seeking an experienced eCommerce Specialist - Video Chat to join our team in Orlando, Florida, and contribute to our commitment to exceptional guest service.

Job Overview

The eCommerce Specialist - Video Chat role at blithequark involves providing exceptional guest service, primarily assisting guests with registering for Disability Access Service. This includes addressing accessibility needs, supporting guests' digital experience (website and My Disney Experience app), and managing bookings. The position demands strong communication skills (video/phone calls, chat), problem-solving abilities, and the capacity to handle sensitive situations with integrity. Metrics-driven performance and adherence to company training are crucial. The role involves flexible scheduling, including weekends and holidays.

Key Responsibilities

• Proactively answer guest accessibility-related questions and make recommendations for our guests with disabilities to improve support, provide information, and handle situations related to Accessibility Services
• Communicate efficiently through video/phone calls and balance multiple chat interactions and computer applications while being engaged and comfortable in video calls
• Assess the level of support needed for different disabilities (e.g., hearing, mobility, visual, cognitive) based on each guest's needs
• Maintain integrity during intensified interactions and difficult conversations when making confident decisions, understanding when to raise concerns to Coordinator/Working Lead/Salaried Leader
• Meet required departmental metric expectations and efficiency goals when handling guest accounts
• Complete all required company training and compliance courses
• Flexible with work schedule, including overtime, weekends, and holidays

Essential Qualifications

• Sales and service experience in a customer service or contact center environment with knowledge and interest in blithequark property, products, and services
• Demonstrate technical abilities and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office Tools and Guest Service Suite
• Able to handle confidential information and provide conflict resolution through a balance of integrity and partner resourcing while demonstrating strong problem-solving decision-making skills
• Written, verbal, and interpersonal communication skills
• Comfortable asking discovery questions to acquire relevant information from guests to resolve which accessibility service(s) are the best fit or which may require further medical consultation/evaluation

Preferred Qualifications

• Previous experience working with individuals with disabilities or accessibility needs
• Experience in related roles such as Guest Services or Guest Relations with knowledge of our Services for Guests with Disabilities
• Sales and closing skills when overcoming objections
• Bilingual
• Knowledge of Theme Parks, Guest, and Cast Tools is a plus: Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our cast members. As an eCommerce Specialist - Video Chat, you will have access to comprehensive training programs, including a paid training class where you will participate in multiple performance assessments. You will also have opportunities to develop your skills and knowledge in areas such as disability access support, guest service, and digital experience management.

Work Environment and Company Culture

blithequark is a dynamic and inclusive work environment that values diversity and promotes a culture of respect and empathy. Our cast members are passionate about delivering exceptional guest experiences, and we strive to create a workplace that is engaging, supportive, and fun. As an eCommerce Specialist - Video Chat, you will be part of a team that is dedicated to making a positive impact on the lives of our guests.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a starting pay rate of $18.90/hour. Our cast members also enjoy a range of perks and benefits, including access to exclusive discounts, complimentary theme park admission, and opportunities for career advancement.

Conclusion

If you are passionate about delivering exceptional guest service and supporting guests with disabilities, we encourage you to apply for the eCommerce Specialist - Video Chat role at blithequark. As a member of our team, you will have the opportunity to make a positive impact on the lives of our guests and contribute to our mission of creating a magical experience for all. Apply now to join our team and start your journey with blithequark!