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

Welcome to The Walt Disney Company

Where magic meets innovation, and the boundaries of imagination are pushed to new heights. As a global leader in entertainment and media, The Walt Disney Company has been enchanting audiences for decades with its unwavering commitment to creativity, storytelling, and unparalleled experiences. Our legacy has made us a household name, synonymous with quality, excellence, and family-friendly entertainment. Now, we are seeking dynamic and passionate individuals to join our team as Social Media Customer Support Specialists, enabling us to extend the magic to new digital heights and connect with our fans worldwide.

Job Overview

As a Social Media Customer Support Specialist at The Walt Disney Company, you will be the face of our brand in the digital realm, responsible for creating magical experiences for our audience across various social media platforms. If you thrive in fast-paced, dynamic environments and are passionate about delivering exceptional customer service, we want you to be a part of our team. You will bring your enthusiasm and expertise to connect with our fans, address their concerns, and promote our brand in a positive and engaging manner.

Key Responsibilities

• Customer Engagement: Respond to customer inquiries and comments on various social media platforms, ensuring a positive and magical experience for our audience. This includes providing timely and accurate information, resolving issues, and escalating complex concerns to relevant teams.
• Issue Resolution: Address customer concerns and issues promptly, providing solutions that align with Disney values and customer service standards. You will be expected to think critically, assess situations, and offer creative solutions that meet our customers' needs and exceed their expectations.
• Brand Advocacy: Be a brand ambassador by promoting Disney content, products, and services in a positive light, fostering a sense of community among our followers. This includes sharing engaging content, responding to comments, and encouraging user-generated content that aligns with our brand values.
• Content Moderation: Monitor and moderate user-generated content, ensuring it aligns with Disney guidelines and maintains a family-friendly environment. You will be responsible for removing inappropriate content, addressing online harassment, and promoting a positive and respectful online community.
• Collaboration: Work closely with cross-functional teams to relay customer feedback and insights, contributing to continuous improvement initiatives. This includes collaborating with marketing, product, and customer service teams to identify trends, opportunities, and areas for improvement.

Essential Qualifications

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

• Exceptional Communication: Strong written and verbal communication skills to engage effectively with a diverse audience. You should be able to articulate complex ideas, think creatively, and adapt your communication style to different situations and audiences.
• Social Media Savvy: In-depth knowledge of major social media platforms and trends, including Facebook, Twitter, Instagram, YouTube, and TikTok. You should be familiar with social media analytics tools, content management systems, and online community management principles.
• Customer-Centric: A passion for delivering exceptional customer service with a keen understanding of customer needs. You should be empathetic, patient, and able to think from the customer's perspective, providing personalized solutions that meet their needs and exceed their expectations.
• Problem-Solving: Ability to quickly assess and resolve customer issues with a positive and solutions-oriented approach. You should be able to think critically, analyze situations, and offer creative solutions that meet our customers' needs and align with our brand values.
• Adaptability: Thrive in a fast-paced environment and adapt to evolving priorities and challenges. You should be flexible, resilient, and able to pivot quickly in response to changing circumstances, priorities, and deadlines.
• Tech Proficiency: Comfortable using various digital tools and platforms for customer support activities, including social media management software, customer relationship management (CRM) systems, and helpdesk platforms.

Preferred Qualifications

While not essential, the following preferred qualifications will be highly regarded:

• Experience in Customer Service: Previous experience in customer-facing roles, preferably in a social media or online customer support environment.
• Disney Knowledge: Familiarity with Disney brands, products, and services, including our movies, TV shows, theme parks, and consumer products.
• Social Media Marketing: Knowledge of social media marketing principles, including content creation, campaign management, and social media advertising.
• Analytics and Reporting: Familiarity with social media analytics tools and principles, including data analysis, reporting, and insights generation.

Skills and Competencies

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

• Strong Communication and Interpersonal Skills: Ability to communicate effectively with diverse audiences, including customers, colleagues, and stakeholders.
• Customer Focus: Passion for delivering exceptional customer service and creating magical experiences for our audience.
• Problem-Solving and Adaptability: Ability to think critically, analyze situations, and offer creative solutions that meet our customers' needs and align with our brand values.
• Tech Savviness: Comfortable using various digital tools and platforms for customer support activities, including social media management software, CRM systems, and helpdesk platforms.
• Collaboration and Teamwork: Ability to work closely with cross-functional teams to relay customer feedback and insights, contributing to continuous improvement initiatives.

Career Growth Opportunities and Learning Benefits

At The Walt Disney Company, we are committed to the growth and development of our employees. As a Social Media Customer Support Specialist, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional Development: Opportunities for professional growth and development, including training programs, workshops, and conferences.
• Mentorship: Mentorship programs that pair you with experienced professionals who can provide guidance, support, and feedback.
• Cross-Functional Collaboration: Opportunities to work with cross-functional teams, including marketing, product, and customer service teams, to gain a deeper understanding of our business and operations.
• Networking: Opportunities to network with colleagues and industry professionals, including social media influencers, content creators, and customer service experts.

Work Environment and Company Culture

At The Walt Disney Company, we pride ourselves on our dynamic and inclusive work environment. As a Social Media Customer Support Specialist, you will be part of a team that values creativity, innovation, and collaboration. Our company culture is built on the following principles:

• Innovation: We encourage creativity, innovation, and experimentation, providing a safe and supportive environment for employees to try new things and take risks.
• Inclusion: We value diversity and inclusion, providing a welcoming and inclusive environment for employees from all backgrounds and perspectives.
• Collaboration: We believe in the power of collaboration, providing opportunities for employees to work together, share ideas, and learn from each other.
• Customer Focus: We are passionate about delivering exceptional customer service, providing a magical experience for our audience and exceeding their expectations.

Compensation, Perks, and Benefits

As a Social Media Customer Support Specialist at The Walt Disney Company, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive Salary: A competitive salary that reflects your skills, experience, and qualifications.
• Benefits Package: A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• Perks and Discounts: Access to exclusive perks and discounts, including theme park tickets, movie screenings, and merchandise discounts.
• Professional Development: Opportunities for professional growth and development, including training programs, workshops, and conferences.

Conclusion

If you are a passionate and dynamic individual who is looking for a challenging and rewarding role, we encourage you to apply for the Social Media Customer Support Specialist position at The Walt Disney Company. As a member of our team, you will have the opportunity to create magical experiences for our audience, work with a talented and diverse team, and contribute to the growth and success of our company. Don't miss out on this exciting opportunity to join our team and be a part of the Disney magic. Apply now and take the first step towards an exciting and rewarding career with The Walt Disney Company.