Viewer Experience Advocate - Part Time
Résumé du poste:
VIEWER EXPERIENCE ADVOCATE – PART TIME
ABOUT VIEWER EXPERIENCE
The Viewer Experience (VX) team is part of Disney Entertainment, a
business segment of The Walt Disney Company (NYSE:DIS) that brings our Company's content, stories and characters to fans and viewers around the globe. The VX team is responsible for the support experience for iconic brands such as Disney+, Hulu, ESPN+, ABC and more.
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.
WORK ENVIRONMENT
This position will report to a head office location of:
Toronto, Ontario - Canada
WORK ENVIRONMENT
This position is part-time at a minimum of 20 hours and a maximum of 29 working hours per week. The ideal candidate has schedule availability that meets specific business needs. At current, the business requires evening, overnight, and weekend coverage. Training schedules (hours/days) may differ from the agreed upon part-time schedule.
We are open 365 days a year (open holidays) with 24-hour support.
WORK ENVIRONMENT
The position requires you to have access to a working, reliable internet connection, as well as a separate, quiet dedicated work space for the purpose of performing work duties. This area must be maintained in a safe condition, free from all hazards. The position requires advocates to work/stay in one place for the duration of a shift, except for scheduled breaks.
This position is open applicants in the following Canadian provinces only: British Columbia, Alberta, Manitoba, Ontario, New Brunswick and Nova Scotia.
RESPONSIBILITIES | WHAT YOU’LL DO
Viewer Experience Advocates handle support contacts from Viewers through various channels such as phone/live chat and social media. More detailed responsibilities include:
Bring stories to life through scripted and non-scripted interactions with fans and viewers
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
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
Document contacts to ensure VX can champion change and reduce friction points
Escalate issues and/or opportunities as appropriate to team leaders or managers
Contribute to a high energy, storytelling environment providing viewers with an entertaining, fun and dynamic experience
Consistently treat all fans, viewers and fellow employees with respect and contribute to a positive work environment
Take a proactive role in maintaining Disney brand standards
Uphold all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual, and Standards of Business Conduct
Assist with special projects as assigned
BASIC QUALIFICATIONS | WHAT YOU’LL BRING
Previous work experience in a customer service capacity
Excellent communication skills, both verbal and written. Must have the ability to use proper punctuation, grammar and spelling in all written communications.
Excellent typing, phone and computer navigation skills
Knowledge of multiple web browsers, email and messaging platforms
Familiarity with digital streaming services, devices and mobile applications
Ability to receive feedback and take action when appropriate
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
Strong attention to detail
Strong time management skills to ensure productivity in alignment with department standards, you thrive in a quick-paced environment
Value accountability across the board and take ownership of issues from start to finish
Ability to work a flexible schedule that may include weekends, evenings and holidays
Fluency in English
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.
Our Company provides equal employment opportunity for all employees and applicants. Applicants will receive consideration for employment without regard to age, race, color, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. We welcome and encourage applications from persons with disabilities. Accommodations are available upon request for candidates taking part in any aspect of the selection process. 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.
This position is within Viewer Experience under The Walt Disney Company Canada Ltd. and a part of the DTC Disney Entertainment business segment.
Our company proudly provides equal employment opportunity for all employees and applicants. We welcome and encourage applications from persons with disabilities. Accommodations are available upon request for candidates taking part in any aspect of the selection process.
The pay rate for this remote role is C$17 to C$28 per hour, which factors in various geographic regions. The base pay actually offered may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits, dependent on the level and position offered.
À propos de Disney Direct to Consumer:
L’équipe « Direct to Consumer » de Disney supervise les activités de streaming Hulu et Disney+ au sein de Disney Entertainment, en aidant à apporter les meilleures histoires de The Walt Disney Company aux fans et aux familles partout dans le monde.
Sur The Walt Disney Company:
The Walt Disney Company, ainsi que ses filiales et sociétés affiliées, forme l’une des principales entreprises internationales diversifiées de divertissement familial et de médias. Elle comprend trois secteurs d'activités essentiels : Disney Entertainment, ESPN et Disney Experiences. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 1920 jusqu’à son statut de référence actuel dans le secteur du divertissement, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.
Le poste est rattaché à The Walt Disney Company (Canada) Ltd. qui fait partie d’une entreprise que nous appelons Disney Direct to Consumer.
Des problèmes techniques ? Consultez la FAQ pour obtenir de l’aide.
Processus de recrutement
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Où commence votre histoire ?
Explorez le blog Carrières Disney et La vie chez Disney pour en savoir plus sur toutes les opportunités incroyables qui s’offrent à vous chez The Walt Disney Company.
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Le chapitre suivant
Une fois que vous aurez postulé, vous recevrez un e-mail vous permettant d’accéder à votre tableau de bord de candidat. Créez votre connexion et assurez-vous de vérifier votre tableau de bord fréquemment pour voir la progression de votre application.
Explorer cet emplacement US & Canada (États-Unis et Canada)
The Walt Disney Company divertit, informe et inspire les gens aux quatre coins de la planète grâce au pouvoir d’histoires inégalées, reflétant ainsi les marques emblématiques, les esprits créatifs et les technologies innovantes qui font de Disney la première société de divertissement au monde.
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