Experienced Social Media Customer Support Representative – Remote Work Opportunity with The Walt Disney Company

Welcome to The Walt Disney Company

The Walt Disney Company is a global entertainment giant that has been enchanting audiences for generations with its diverse array of beloved characters, stories, and experiences. As a leader in the entertainment industry, Disney is committed to creating unforgettable memories for millions of people around the world. Our company's mission is to entertain, inform, and inspire people through our various media networks, parks, and resorts, as well as our consumer products and interactive media. If you are passionate about creating magical experiences and have a passion for delivering exceptional customer service, we invite you to join our team as a Social Media Customer Support Representative.

Job Overview

In this role, you will have the opportunity to work from the comfort of your own home, engaging with customers across various social media platforms to address their inquiries, concerns, and feedback. As a Social Media Customer Support Representative, you will be the face of our company, providing prompt and friendly responses that maintain our positive online reputation. You will collaborate with internal teams to resolve customer issues effectively, stay informed about our products, services, and promotions, and monitor social media trends to proactively address potential customer issues.

Key Responsibilities

• Engage with customers across various social media platforms, including but not limited to Facebook, Twitter, and Instagram, to address their inquiries, concerns, and feedback in a timely and professional manner.
• Provide prompt and friendly responses that maintain our company's positive online reputation and ensure customer satisfaction.
• Collaborate with internal teams, such as marketing, sales, and product development, to resolve customer issues effectively and efficiently.
• Stay informed about Disney products, services, and promotions to provide accurate and up-to-date information to customers.
• Monitor social media trends and proactively address potential customer issues to prevent escalations and ensure a positive customer experience.
• Analyze customer feedback and concerns to identify areas for improvement and provide recommendations to internal teams.
• Utilize social media analytics tools to track customer engagement and adjust our social media strategy accordingly.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Exceptional written and verbal communication skills, with the ability to craft clear and concise responses that address customer concerns.
• Proficiency in using social media platforms, including but not limited to Facebook, Twitter, and Instagram, with a strong understanding of social media trends and best practices.
• Customer-focused mindset with a keen ability to empathize with customers and resolve their concerns in a timely and professional manner.
• Strong problem-solving skills, with the ability to think on your feet and provide creative solutions to complex customer issues.
• Time management skills, with the ability to handle multiple customer interactions simultaneously and prioritize tasks effectively.
• Flexibility to adapt to a dynamic work-from-home environment, with a strong ability to work independently and as part of a remote team.

Preferred Qualifications

While not required, the following preferred qualifications will make you a stronger candidate for this role:

• Previous customer service experience, preferably in a social media or remote work environment.
• Experience working with social media analytics tools and software.
• Knowledge of Disney products, services, and promotions, with a passion for our brand and a desire to create magical experiences for our customers.
• Bilingual or multilingual skills, with the ability to communicate with customers in multiple languages.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
• Ability to work in a fast-paced environment, with a strong ability to prioritize tasks and manage multiple customer interactions simultaneously.
• Strong problem-solving and analytical skills, with the ability to think critically and provide creative solutions to complex customer issues.
• Ability to adapt to changing circumstances and priorities, with a strong ability to be flexible and agile in a dynamic work environment.
• Strong technical skills, with proficiency in using social media platforms, software, and analytics tools.

Career Growth Opportunities and Learning Benefits

At The Walt Disney Company, we are committed to providing our employees with opportunities for growth and development. As a Social Media Customer Support Representative, you will have access to a range of training and development programs, including:

• Comprehensive training on our products, services, and promotions, as well as our social media strategy and best practices.
• Ongoing coaching and feedback to help you develop your skills and competencies.
• Opportunities for advancement and career growth, with a range of roles and responsibilities available within our company.
• Access to a range of learning and development resources, including online courses, workshops, and conferences.

Work Environment and Company Culture

At The Walt Disney Company, we are committed to creating a work environment that is inclusive, diverse, and supportive. As a Social Media Customer Support Representative, you will be working from the comfort of your own home, with the flexibility to create your own schedule and work environment. You will be part of a dynamic and remote team, with opportunities to collaborate and connect with colleagues from around the world.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes:

• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• 401(k) matching program, with a range of investment options and financial planning tools.
• Paid time off, including vacation days, sick leave, and holidays.
• Access to exclusive Disney perks and discounts, including theme park tickets, merchandise, and experiences.

Conclusion

If you are passionate about creating magical experiences and have a passion for delivering exceptional customer service, we invite you to join our team as a Social Media Customer Support Representative. This is a unique opportunity to work from the comfort of your own home, engaging with customers across various social media platforms and providing prompt and friendly responses that maintain our positive online reputation. With a range of training and development programs, opportunities for advancement and career growth, and a competitive compensation package, this is a role that offers a range of benefits and opportunities for growth and development. Apply now to join our team and start creating magical experiences for our customers!