Disney Careers – Viewer Experience Advocate

Website Disney

Job Description:

As a brand ambassador, the Viewer Experience Advocate provides exceptional experiences to viewers, turning each support interaction into a meaningful connection. Support includes resolving issues, assisting with technical troubleshooting, managing accounts and subscription changes. An Advocate understands our viewer’s frictions points and is key to making the experiences more magical.

Job Responsibilities:

Viewer Experience Advocates handle support contacts from viewers through various channels such as phone/live chat and social media. More detailed responsibilities include:

  • Take a proactive role in maintaining Disney brand standards
  • Document contacts to ensure VX can champion change and reduce friction points
  • Connect with fans and viewers by asking open-ended questions to assess their needs, make appropriate recommendations, and provide assistance and accurate information to resolve their issues
  • Bring stories to life through scripted and non-scripted interactions with fans and viewers
  • Provide accurate information and efficient trouble-shooting techniques, especially in technical areas such as software functionality or networking that could affect a streaming viewing experience
  • Escalate issues and/or opportunities as directed
  • Contribute to a high energy, storytelling environment providing viewers with an entertaining, fun and dynamic experience
  • Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Standards of Business Conduct
  • Consistently treat all fans, viewers and fellow employees with respect and contribute to a positive work environment

Job Requirements:

  • Ability to work a flexible schedule that may include weekends, evenings and holidays
  • Ability to receive feedback and take action when appropriate
  • Strong attention to detail
  • Knowledge of multiple web browsers, email and messaging platforms
  • Excellent communication skills, both verbal and written. Must have the ability to use proper punctuation, grammar and spelling in all written communications.
  • Strong time management skills to ensure productivity in alignment with department standards, you thrive in a quick-paced environment
  • Familiarity with digital streaming services, devices and mobile applications
  • Have a positive, can-do attitude. You’re flexible and have no problem quickly switching gears or multi-tasking to better accommodate the needs of our viewers or our team
  • Value accountability across the board and take ownership of issues from start to finish
  • Excellent typing, phone and computer navigation skills
  • High school diploma or equivalent
  • Must be able to pass a background check

Qualification & Experience:

  • Previous call center experience
  • Basic internet connection troubleshooting (router, modem, WiFi, etc.)
  • Experience with Microsoft Office or G-Suite tools and a ticketing or customer service platform (Salesforce, Zendesk, ServiceNow, etc)

Job Details:

Company:  Disney

Vacancy Type:  Full Time

Job Location: Vancouver, British Columbia, CA

Application Deadline: N/A

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