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The Walt Disney Company: Be Part of the Story

Be Part of the Story

Viewer Experience Advocate - Temporary

Postuler maintenant Postuler ultérieurement Job ID 854812BR Emplacement Kelowna, Colombie-Britannique, Canada Entreprise Disney Media & Entertainment Distribution Date de publication 01/09/2021

Résumé du poste:

The Viewer Experience (VX) team is part of Disney Media Entertainment and Distribution, 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.

This position is a temporary role, offering variable prescheduled hours per week on an inconsistent schedule, based on business need. We are open 365 days a year (open holidays) with 24 hour support.
You will be required 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 will report to the head office location of Kelowna, British Columbia, Canada and is open to applicants in the following Canadian provinces only: British Columbia, Alberta, Manitoba, Ontario, New Brunswick, Nova Scotia, Prince Edward Island and Northwest territories.
For in-house applicants local to head office, this position can be located within a Disney office and employees must report to the head office location for shifts unless otherwise instructed.


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 directed
  • 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

Qualifications Nécessaires:

  • 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

Compétences Souhaitées:

  • 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)

Formation Requise:

  • High school diploma or equivalent
  • Must be able to pass a background check

Informations Supplémentaires:

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.

Sur Disney Media & Entertainment Distribution:

Composé des unités commerciales internationales de la société et de divers services de streaming direct aux consommateurs, Disney Media & Entertainment Distribution (DMED) aligne la technologie, la distribution des médias et les ventes de publicité en un seul segment commercial pour créer et offrir des expériences de divertissement personnalisées aux consommateurs du monde entier.

Sur The Walt Disney Company:

The Walt Disney Company, avec ses filiales et ses sociétés affiliées, est une grande société internationale et diversifiée de divertissement familial et de médias couvrant les secteurs d’activités suivants : réseaux de médias, parcs et centres de vacances, studio de divertissements, produits de consommation et médias interactifs. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 20 jusqu’à son statut de référence dans l’industrie du divertissement d’aujourd’hui, 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 Disney Canada Inc. , qui fait partie du secteur d’activité que nous appelons Disney Media & Entertainment Distribution.

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